Job Description

2 - 3 Years
2 Openings
Chennai, Kochi, Trivandrum

Role description

Role Proficiency:



Provide helpdesk support for all customer roll outs under supervision from Leads and Managers.



Outcomes:



Configure and test the product with directions from the lead for product development implementation and release. Ensure on time delivery and support to meet client requirements in accordance with product and project specifications

Respond to user inquires through various communication channels including phone email chat etc. Answer questions regarding how to use the product and tool features to accomplish their specific tasks or milestones.

Provide product support to users; enhancing their overall product and service experience

Understand and analyse the business and technical requirements and the impact to the

product application or system

Development configuration customization migration conversion maintenance and the testing small to medium non-complex components of project/product module

Work closely with product teams to ensure ticket closure

Impress the customer through every interaction


Measures of Outcomes:



Reduce the number of calls / reports to Operational Team

Zero major incidents (like blocker bugs or data-loss) reported by the Client

Adherence to schedules

Number of components reused

Customer process compliance

Assessment on product-based training / skill sets / project-based feedback

Compliance to support playbook standards and guidelines

Compliance to the industry domain standards and guidelines

Number of training sessions on products in a quarter


Outputs Expected:



Implementation & Support:



Follow product standards
quality assurance norms and guidelines


Conduct peer reviews during implementation and support
Log peer review defects in the appropriate tool


Provide support to the Senior Product Specialist in defect analysis and resolution Participate in deployment activities; reviewing all deliverables as per the delivery checklist
preparing/reviewing deployment document and mock testing all deliverables
Develop reusable components Assist in the creation of product based KT document
for the customer




Testing:



Create test cases. Share the test documents with the customer for review



Product Consulting & Delivery: Project Management:



Provide input for estimation
impact analysis within area of responsibility. Report time

effort and status accurately
Participate in periodic internal review meetings. Report status regularly to the Senior Product Specialist / Product Consultant.



Knowledge Management:



Contribute towards updating knowledge assets.


Skill Examples:



Ability to troubleshoot issues with Products Engineering and services

Capable of identifying and resolving obstacles a creative problem solver.

Strong communication and documentation skills.

Reliable with good time management skills

Excellent problem-solving skills

Uses Domain / Industry knowledge to independently understand while interacting with SME at various stages of the development

Uses UST and other chosen COTS Product Features / Functionality knowledge to understand the technical/functional dependencies of the product workflow/custom component (native and outside product). Independently analyse the customizations needed and performed to the base product. Apply best practices in her/her own area of responsibility


Knowledge Examples:


Knowledge in Product development
+ Knowledge in DevOps and CI/CD tools

+ Experience in product deployment and implementation processes

+ Domain / Industry: A working knowledge of standard business processes within the relevant industry vertical customer business domain

+ UST and other chosen COTS Product Features / Functionality: Comprehension (awareness) of functionality of a specific product

+ Different Implementations: Demonstrates operational knowledge of 1 or more different kinds of implementations (upgrade new implementation conversion / migration enhancements maintenance interfaces testing) for a specific product

+ Technology Concepts: Demonstrates working knowledge of technology (OS languages applications databases concepts data models etc.) technology landscape

+ Configuration Management: Demonstrates functional knowledge of configuration items configuration management tools and processes

+ Software Development Process Tools & Techniques: Demonstrates working experience of SDLC process (e.g. Waterfall Agile XP) programming principles best practices (refactoring code code package etc.) Testing Process Tools & Techniques: Demonstrates operational knowledge of various test design and execution techniques. Applies best practices in testing related to different aspects (including performance usability security) concepts and principles related to test design & test results analysis

+ Project Metrics: Awareness of the basic project metrics (e.g. effort defect)

+ Requirement Gathering and Analysis: Demonstrates basic knowledge of functional requirements

+ Knowledge Management Tools & Techniques: A basic knowledge of industry knowledge management tools (such as portals wiki) as well as UST and customer knowledge management tools techniques (such as workshops classroom training self-study application walkthrough and reverse KT)

+ Technical Standards Documentation & Templates: Fundamental knowledge of various document templates and standards (such as business blueprint design documents and test specifications)

Additional Comments:

Job description - L1 Production Support We are seeking candidates who bring: o At least 3 years of production support experience in IT environments. o Foundational knowledge of Java, including debugging or integration tasks. o Basic proficiency in Java, databases, and SQL, sufficient for troubleshooting and support tasks. These new hires will support our multi-state production environments, ensuring smoother operations and timely incident response across our TechOps infrastructure. Key Responsibilities o Incident & Issue Management o Respond swiftly to production incidents, diagnose and troubleshoot system and application issues, and work with developers or infrastructure teams for root cause resolution. o Collaboration & Communication o Liaise with development, QA, infrastructure, and business teams to understand feature impacts and resolve escalations. o Shift & On-Call Support o Participate in on-call rotation or night shifts to ensure 18*5 operational coverage, as necessary. o System Monitoring & Performance o Monitor application health o Identify performance bottlenecks and coordinate remediation efforts. o Release & Change Support o Assist with production deployments, patches, and updates while following change-control processes and ensuring operational stability. o Documentation & Knowledge Management o Maintain operational runbooks, SOPs, FAQs, and incident logs. Ensure knowledge sharing across the team.

Skills

Production Support,Java,Debugging,Troubleshooting

About UST

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.