Associate Ii

Role Proficiency:
Provide helpdesk support for all customer roll outs under supervision from Leads and Managers.

Outcomes:

- Configure and test the product with directions from the lead for product development implementation and release. Ensure on time delivery and support to meet client requirements in accordance with product and project specifications
- Provide product support to users; enhancing their overall product and service experience
- Understand and analyse the business and technical requirements and the impact to the
- Development configuration customization migration conversion maintenance and the testing small to medium non-complex components of project/product module
- Work closely with product teams to ensure ticket closure
- Impress the customer through every interaction

Measures of Outcomes:

- Reduce the number of calls / reports to Operational Team
- Zero major incidents (like blocker bugs or data-loss) reported by the Client
- Adherence to schedules
- Number of components reused
- Customer process compliance
- Assessment on product-based training / skill sets / project-based feedback
- Compliance to support playbook standards and guidelines
- Compliance to the industry domain standards and guidelines
- Number of training sessions on products in a quarter

Outputs Expected:
Implementation & Support:

- Follow product standards
quality assurance norms and guidelines
- Conduct peer reviews during implementation and support
Log peer review defects in the appropriate tool
- Provide support to the Senior Product Specialist in defect analysis and resolution
- Participate in deployment activities; reviewing all deliverables as per the delivery checklist
preparing/reviewing deployment document and mock testing all deliverables
- Develop reusable components
- Assist in the creation of product based KT document
for the customer

Testing:

- Create test cases. Share the test documents with the customer for review

Product Consulting & Delivery: Project Management:

- Provide input for estimation
impact analysis within area of responsibility. Report time
effort and status accurately
- Participate in periodic internal review meetings. Report status regularly to the Senior Product Specialist / Product Consultant.

Knowledge Management:

- Contribute towards updating knowledge assets.

Skill Examples:

- Ability to troubleshoot issues with Products Engineering and services
- Capable of identifying and resolving obstacles a creative problem solver.
- Strong communication and documentation skills.
- Reliable with good time management skills
- Excellent problem-solving skills
- Uses Domain / Industry knowledge to independently understand while interacting with SME at various stages of the development

Knowledge Examples:

- Knowledge in Product development
- Knowledge in DevOps and CI/CD tools
- Experience in product deployment and implementation processes
- Domain / Industry: A working knowledge of standard business processes within the relevant industry vertical customer business domain
- UST and other chosen COTS Product Features / Functionality: Comprehension (awareness) of functionality of a specific product
- Different Implementations: Demonstrates operational knowledge of 1 or more different kinds of implementations (upgrade new implementation conversion / migration enhancements maintenance interfaces testing) for a specific product
- Configuration Management: Demonstrates functional knowledge of configuration items configuration management tools and processes
- Software Development Process Tools & Techniques: Demonstrates working experience of SDLC process (e.g. Waterfall Agile XP) programming principles best practices (refactoring code code package etc.) Testing Process Tools & Techniques: Demonstrates operational knowledge of various test design and execution techniques. Applies best practices in testing related to different aspects (including performance usability security) concepts and principles related to test design & test results analysis
- Project Metrics: Awareness of the basic project metrics (e.g. effort defect)
- Requirement Gathering and Analysis: Demonstrates basic knowledge of functional requirements
- Technical Standards Documentation & Templates: Fundamental knowledge of various document templates and standards (such as business blueprint design documents and test specifications)

Additional Comments:
To work directly with the customer, vendors of customer, and other third party provider Manage the 24/6 production support team with on-call weekend coverage. Excellent communication Knowledge in finance/trade platform. Knowledge in SQL Server. Knowledge in JIRA/ServiceNow/Confluence. Need experience in PAM support. Should work in night shifts.