Job Description

7 - 9 Years
1 Opening
Trivandrum

Role description

Role Proficiency:



Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution



Outcomes:



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

Contribute to the planning of application/infrastructure releases and configuration changes

Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence

Maintain knowledge base of known support issues and resolutions

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

Ensure application monitoring mechanisms and performance tuning processes are in place

Provide input to the implementation backup and roll-back plans

Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs

Create monthly performance reports and publish to stake holders

Handle critical customer escalations and manage appropriate stakeholder communications

Organize facilitate and lead technical teams to work to resolve major incidents

Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems

Understand departmental and company policies procedures and business practices

Mentor all team members to become more effective in their roles and coach them on their career aspirations


Measures of Outcomes:



Adherence to engineering process and standards

Ensure that tickets/incidents are resolved 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 non-compliance issues

% of incident reduction based on permanent fixes/automation/utilities

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

Availability of all supported applications per defined standards


Outputs Expected:



RCA:



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



Design:



Design appropriate metrics for reporting on key performance and quality indicators
particularly in terms of in-depth trend analysis




Maintenance:



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



Develop Strategies:



Lead should develop strategies to mitigate issues arising from existing problems



Innovative Value-adds:



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



Escalations:



Ensures that 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 and 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 up new challenges and explore new technology/tools

Ability to co-ordinate among multiple teams and bring out the best in team work

Ability to handle critical customer escalations and manage under highly stressful situations

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 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:

1. Production monitoring and troubleshooting in on Prem ETL and AWS environment 2. Working experience using ETL Datastage along with DB2 3. Awareness to use tools such as Dynatrace, Appdynamics, Postman , AWS CICD 4. Software code development experience in ETL batch processing and AWS cloud 5. Software code management, repository updates and reuse 6. Implementation and/or configuration, management, and maintenance of software 7. Implementation and configuration of SaaS and public, private and hybrid cloud-based PaaS solutions 8. Integration of SaaS and PaaS solutions with Data Warehouse Application Systems including SaaS and PaaS upgrade management 9. Configuration, Maintenance and support for entire DWA Application Systems landscape including but not limited to supporting DWA Application Systems components and tasks required to deliver business processes and functionally (e.g., logical layers of databases, data marts, logical and physical data warehouses, middleware, interfaces, shell scripts, massive data transfer and uploads, web development, mobile app development, web services and APIs) 10. DWA Application Systems support for day-to-day changes and business continuity and for addressing key business, regulatory, legal or fiscal requirements 11. Support for all Third-party specialized DWA Application Systems 12. DWA Application Systems configuration and collaboration with infrastructure service supplier required to provide application access to external/third parties 13. Integration with internal and external systems (e.g., direct application interfaces, logical middleware configuration and application program interface (API) use and development) 14. Collaboration with third party suppliers such as infrastructure service supplier and enterprise public cloud providers 15. Documentation and end user training of new functionality 16. All activities required to support business process application functionality and to deliver the required application and business functions to End Users in an integrated service delivery model across the DWA Application Development lifecycle (e.g., plan, deliver, run) . Maintain data quality and run batch schedules , Operations and Maintenance 17. Deploy code to all the environments (Prod, UAT, Performance, SIT etc.) 18. Address all open tickets within the SLA CDK (Typescript) CFT (YAML) Nice to have GitHub Scripting -Bash/SH Security minded/best practices known Python Databricks & Snowflake

Skills

Databricks,Datastage,CloudOps,production support

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.