Job Description

3 - 5 Years
1 Opening
Chennai, Kochi, Trivandrum

Role description

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

Skills

Healthcare,Product Support,Java,Jira

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.