Job Description

5 - 7 Years
1 Opening
Chennai, Kochi, Trivandrum

Role description

Role Proficiency:



Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines



Outcomes:



Lead and prioritise the Application Support team's work load

Co-ordinate and promote effective functioning of problem management activities across all support teams

Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner

Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence

Create and maintain knowledge base of known support issues and resolutions

Create and maintain application support service catalogue in coordination with other internal application teams

Create application monitoring mechanisms and performance tuning processes

Provide input for implementation backup and roll-back plans

Create daily and weekly status reports; publish to stake holders

Should be able to handle critical customer escalations

Lead technical teams in working towards resolving major incidents

Understands departmental and company policies procedures and business practices

Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles


Measures of Outcomes:



Adherence to engineering process and standards

Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame

Timely publication of reports and metrics to stakeholders

Handling of critical escalations

Adhere to SLAs where applicable

# of tickets or incidents fixed

# of non-compliance issues

Productivity standard of the project

# of reusable components or documents created

Participation in Knowledge Transfer to ensure better grasp of product

Completion of all mandatory training requirements


Outputs Expected:



RCA:



Ensure Root Cause Analysis is performed for all issues as defined by the project



Issue Resolution:



Provide technical solution for resolving high priority and severity incidents



Maintenance:



Responsible for application upgrades and troubleshooting post upgrades
in general maintenance of the entire system




Best Practices:



Create Incident Management best practices and ensure team adherence



Innovative Value-adds:



Responsible for identifying and developing innovative value adds that benefit the project/customer/organization



Escalations:



Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.


Skill Examples:



Extensive knowledge/Experience in managing and triaging Production Support incidents and issues

Experience working with distributed teams in different time-zones

Strong commitment to quality and engineering excellence

Ability to take on new challenges and explore new technology/tools

Strong communication skills

Able to work in a high paced dynamic and culturally diverse environment

High level of commitment initiative enthusiasm and vision

Excellent presentation and interpersonal skills

Prioritize workload providing timely and accurate resolutions


Knowledge Examples:


Appropriate software programs / modules
+ Able to give Knowledge transitions to the team as when required

+ Experience in supporting enterprise customers

+ Provide estimates for candidate Enhancement and Defect work to be included in release

+ Operating Systems and software platforms

+ Integrated development environment (IDE)

+ Agile methods

+ Knowledge base of customer domain and sub domain where problem is solved

Additional Comments:

Lead I - Production Support Application Maintenance Service, Engineering / Delivery | B1 What's Expected Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines - 1. Lead and prioritise the Application Support team's work load 2. Co-ordinate and promote effective functioning of problem management activities across all support teams 3. Responsible for prioritization of incidents, ensuring the incidents are completed in a timely and high-quality manner 4. Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence 5. Create and maintain knowledge base of known support issues and resolutions 6. Create and maintain application support service catalogue in coordination with other internal application teams 7. Create application monitoring mechanisms and performance tuning processes 8. Provide input for implementation, backup and roll-back plans 9. Create daily and weekly status reports; publish to stake holders 10. Should be able to handle critical customer escalations 11. Lead technical teams in working towards resolving major incidents 12. Understands departmental and company policies, procedures and business practices 13. Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles Performance Measures 1. Adherence to engineering process and standards 2. Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame 3. Timely publication of reports and metrics to stakeholders 4. Handling of critical escalations 5. Adhere to SLAs where applicable 6. # of tickets or incidents fixed 7. # of non-compliance issues 8. Productivity standard of the project 9. # of reusable components or documents created 10. Participation in Knowledge Transfer to ensure better grasp of product 11. Completion of all mandatory training requirements RCA Ensure Root Cause Analysis is performed for all issues as defined by the project Issue Resolution Provide technical solution for resolving high priority and severity incidents Maintenance Responsible for application upgrades and troubleshooting post upgrades, in general maintenance of the entire system Best Practices Create Incident Management best practices and ensure team adherence Innovative Value-adds Responsible for identifying and developing innovative value adds that benefit the project/customer/organization Escalations Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.

Skills

Java,Aws,Sql,Team 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.