Job Description

2 - 3 Years
1 Opening
Chennai, Kochi, Trivandrum

Role description

Experience Range:

2 to 5 years

Hiring Locations:

Chennai, Trivandrum, Kochi

Role Description:

As a

Production Support Analyst

, you will monitor, triage, and resolve application/system/infrastructure issues in a production environment with minimal guidance. This role involves L1/L2 support, SLA adherence, documentation, and proactive stakeholder communication to ensure smooth operations and continuous service improvement.

Key Responsibilities:

Monitor systems, applications, and infrastructure tools in production environments. Understand business requirements and troubleshoot issues reported by end users. Identify, analyze, and resolve L1 and L2 incidents/tickets within optimal MTTR. Provide support via phone, chat, or email with minimal supervision. Own and coordinate SWAT calls and critical incident communications. Serve as point-of-contact (POC) for customer escalations and requests. Maintain and improve system uptime and SLA compliance. Ensure documentation is current and knowledge is shared with the team. Mentor junior associates and support their technical development. Track and report SLA metrics, weekly/monthly dashboards, and support analytics. Follow release management and change control procedures.

Mandatory Technical Skills:

SQL - Intermediate AWS - Basic knowledge Java - Basic understanding for troubleshooting Application monitoring tools JIRA or similar ticket management tools Knowledge of ServiceNow or any ITSM tool Incident tracking and SLA reporting

Good-to-Have Skills:

Understanding of Agile methodologies Familiarity with infrastructure concepts and CI/CD pipelines Experience with automation or scripting for process improvement Knowledge of domain-specific tools depending on the customer application

Soft Skills:

Excellent verbal and written communication Strong documentation and reporting skills Customer handling and stakeholder management Problem-solving mindset Team player with mentoring abilities Ability to work under pressure and multitask Proactive attitude in process improvement and knowledge sharing

Key Measures of Success:

Adherence to SLAs and MTTR targets Reduction of repeat issues and known defects Timely and accurate reporting and dashboard publication Completion of required certifications and training Number of production issues resolved effectively Quality of documentation and knowledge transfer Contribution to service improvement initiatives

Skills

Monitoring,Ticket Management,Sla Management

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.