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 Summary: We are seeking a proactive and detail-oriented Application Support Engineer to manage production support activities across healthcare systems and workflows. This role involves monitoring applications, managing incidents, supporting data operations, and ensuring compliance with operational standards and healthcare regulations. The engineer will work closely with cross-functional teams to ensure operational readiness and service excellence. Key Responsibilities: o Monitor production systems, batch jobs, and file transfers to ensure optimal performance and availability. o Perform routine health checks, validate ticket completeness, and manage the full ticket lifecycle. o Perform initial triage of system s and production incidents; escalate issues as needed. o Coordinate incident response efforts and ensure timely communication with stakeholders during high-priority events. o Track and support resolution of data exchange and integration issues, especially related to healthcare data formats (e.g., X12 834, 837, 835). o Assist in the coordination of change requests, implementation activities, and go-live support. o Maintain logs, operational reports, and documentation for incidents, changes, and standard procedures. o Ensure SLA adherence and generate SLA performance reports. o Support compliance with HIPAA and organizational data security policies. o Collaborate with development, QA, DevOps, and client support teams to ensure seamless production deployments and issue resolution. o Participate in shift rotations or on-call support schedules as required Skills Required: o 3-6 years of relevant experience in application support or production support roles. o Java production support experience in enterprise environments. o Proficiency in AWS for cloud-based monitoring and support. o Strong knowledge of SQL for data validation and issue analysis. o Hands-on experience with JIRA for ticket management and workflow tracking. o Proficiency in Confluence for documentation and knowledge sharing. o Solid understanding of incident management, SLA tracking, and ticketing systems. Good to Have: o Exposure to healthcare data formats such as EDI X12 (834, 837, 835). o Experience with healthcare platforms (e.g., HealthEdge, Facets, QNXT). o Familiarity with production monitoring tools and automation frameworks. o Basic scripting or SQL knowledge for log review or data validation. o Awareness of ITIL practices or experience in a support center environment. o Experience in Agile/DevOps environments. ______________________________________________________________________ U.S Healthcare Experience: o Prior experience working in U.S. healthcare insurance or managed care environments. o Understanding of healthcare workflows including claims processing, member enrollment, and provider interactions. o Familiarity with HIPAA compliance and healthcare data security standards. ______________________________________________________________________ Educational Qualification Bachelor of Technology in Computer Science, Information Technology or a related field.

Skills

Healthcare,Java,Production Support,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.