Job Description

JOB DESCRIPTION Role Proficiency: Support customer systems/applications/infrastructure by monitoring triaging and resolving the system issues under very minimal guidance Outcomes: Understand the application/feature/component and issues related to the same from Business users work to resolve the issues Monitor triage and resolve all issues pertaining to systems/applications/infrastructure tools in production Identify diagnose and resolve L-2 issues for end users over the phone chats and/or via email Resolve production issues with proper approach and follow standards and security guidelines with very minimal support Effectively interact with other stakeholders through all channels articulating their inputs Optimise efficiency cost and quality by identifying opportunities for automation/process improvements Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures Learn business domain and system domain individually and as recommended by the project/account Attain technical knowledge for troubleshooting/resolving any reported production issues Set FAST goals and seek feedback for FAST goals Measures of Outcomes: Adherence to engineering process and standards Adherence to schedule / timelines Adhere to SLAs where applicable # of issues fixed # of non-compliance issues with respect to SOP Reduction of reoccurrence of known defects Quick turnaround of production bugs Completion of applicable technical/domain certifications Completion of all mandatory training requirements Outputs Expected: Issue Resolution: Identify 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 trainings 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 ensures users and other interested parties are kept informed. Document: Create documentation for one\'s own work 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 Problem solving approach 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) Software life cycle methodology E.g. Agile methods Knowledge base of customer domain and sub domain where problem is solved Proactively ensure the highest levels of systems availability Additional Comments: Job description - L1/L2 Responsibilities . Act as customer point of contact (L1). . Log, update and track customer escalations and service requests. . Proactive monitoring of backend jobs and application interfaces. . Triage the tickets and escalate as appropriate. . Coordinate SLA calculations and reporting . Engage with USTHP partners in resolving partner products issues. . Make sure the support tickets are up to date and own till closure. . Collaborate with higher levels (L3/L4) to resolve production issues. . Ensure completeness of tickets raised by the customers and do basic investigations . Initiate incident meetings during critical issues and ensure regular updates to relevant stakeholders. . Work in different time zones being in 24/7 support model. . Handle service requests and incidents with SOPs in place. . Maintain the run book and SOPs Skills . Excellent verbal and writing communication, interpersonal and analytical skills. . Exposure with ticketing tools like JIRA . Great team player with the ability to work with minimal supervision. . Should be customer focused and empathetic. . Quick learner and have business awareness. . Should have good collaboration skills. . Basic technical skills like SQL scripting, basic Linux commands etc. are desirable. Experience: 1-4 years of IT experience as First Line Production Support Engineer.

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