Associate III - Production Support

3 - 5 Years

1 Opening

Chennai, Kochi, Trivandrum

Role Proficiency:

Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 – Production Support

Outcomes:

• Understand the application/feature/component and issues related to the same from Business users to resolve issues and create required SOPs/Runbooks
  

• Monitor triage and resolve higher severity issues pertaining to systems/applications/infrastructure tools for end users via phone chats and/or via email
  

• Identify the problem patterns and suggest better resolution techniques
  

• Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
  

• Proactively identify issues/defects/flaws in application; take necessary measures to address
  

• Assist Lead 1 – Production Support on troubleshooting and Issue resolution; begin demonstrating Lead 1 capabilities in making critical decisions
  

• Mentor Trainee Associate and Associate I II- Production Support to become more effective in their roles
  

• Act as the technical SME for troubleshooting/resolving any reported production incident/ticket/issue
  

• Learn business domain technology and system domain individually and as recommended by the project/account
  

Measures of Outcomes:

• Adherence to engineering process and standards
  

• Adherence to schedule / timelines
  

• Adhere to SLAs where applicable
  

• # of issues resolved
  

• # of non-compliance issues with respect to SOP
  

• Reduction of reoccurrence of known defects
  

• Quick turnaround of production bugs
  

• Defined productivity standards for the team
  

• # of new runbooks created
  

• # of production jobs automated
  

• # of new monitoring dashboards introduced
  

• Completion of applicable technical/domain certifications
  

• Completion of all mandatory training requirements
  

Outputs Expected:

Issue Resolution:

• Analyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)
  

Training:

• Attends one on one need-based domain/project/technical trainings as needed
  
• Provides need-based training to juniors on the team
  

Escalation:

• Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
  

• Where applicable
  

monitor progress of requests for support and ensure users and other interested parties are kept informed.

Document:

• Create documentation for one's own work
  

Automation:

• Identify opportunities for automation/process improvements that help in optimising cost and improving quality
  

Mentoring:

• Mentor juniors on the team
  

• Set FAST goals and provide feedback of FAST goals to mentees
  

Status Reporting:

• Report status of tasks assigned
  

• Comply with project related reporting standards/process
  

Manage knowledge:

• Absorb and contribute to project related documents
  

share point

libraries

client universities

Release:

• Adhere to release management process
  

Skill Examples:

• Identify triage and resolve issues reported by customer
  

• Log Monitor and report issues as defined by SLAs
  

• Develop runbooks SOPs and dashboards
  

• Problem solving approach
  

• Manage and guarantee high levels of quality
  

• Team Player
  

• Good written and verbal communication abilities
  

• Proactively ask for help and offer help
  

Knowledge Examples:

• Appropriate software programs/modules/ tools
  

+ Operating Systems and software platforms

+ Integrated development environment (IDE)

+ DBMS

+ Programming Languages

+ Software life cycle methodology E.g. Agile methods

+ Knowledge base of customer domain and about sub domain where problem is solved

+ Proactively ensure the highest levels of systems availability

+ Agile methods

Additional Comments:

Job description: Associate – Production Support (L3) Responsibilities • Troubleshoot complex issues and provide solutions. • Act as the technical escalation point for issues not resolved by L1/L2 teams. • Develop end to end knowledge on the solution provided to the customer and act as the SME for the IT Ops function. • Being a technical specialist, ensure all incidents are resolved in a timely manner and within the agreed SLAs. • Create documentation of technical procedures, configurations and troubleshooting steps. • Create SOPs for L1/L2 team to carry out routine tasks and application monitoring. • Work with cross functional teams to resolve complex problems. • Continue develop the technical skill and knowledge, keeping up to date with the latest trends. • Drive support improvements and implement automation in support activities wherever possible. • Active participation in SWAT calls / critical incident meetings. • Collaborate with L4 team in getting the code defects fixed. Skills • Excellent verbal and writing communication, interpersonal and analytical skills. • Excellent Troubleshooting and problem-solving skills. • L3 level support experience in JAVA based applications hosted in AWS platform. • Expert in SQL scripting and troubleshooting. • JAVA development / debugging skills • AWS support skills are desirable • Great team player with the ability to work with minimal supervision. • Should be customer focused and empathetic. • Should have good collaboration skills. Experience: 4-10 years of IT experience as L3 Application Support Engineer.

Healthcare,Product Support,Java,Jira

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.