Associate Ii

2 - 3 Years- 1 Opening- Trivandrum**Role description**:
Role Proficiency:
Outcomes:

- Resolve production issues with proper approach and follow standards and security guidelines with very mínimal support
- Effectively interact with other stakeholders through all channels; articulating their inputs
- Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
- Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles
- Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures
- Learn business domain and system domain; individually and as recommended by the project/account
- Attain technical knowledge for troubleshooting/resolving any reported production issues
- Set FAST goals and seek feedback for FAST goals

Measures of Outcomes:

- Adherence to engineering process and standards
- Adherence to schedule / timelines
- Adhere to SLAs where applicable
- # of issues fixed
- # of non-compliance issues with respect to SOP
- Reduction of reoccurrence of known defects
- Quick turnaround of production bugs
- Completion of applicable technical/domain certifications
- Completion of all mandatory training requirements

Outputs Expected:
Issue Resolution:

- Identify
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 trainings 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 ensures users and other interested parties are kept informed.

Document:

- Create documentation for one's own work

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
- Problem solving approach
- 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)
- Software life cycle methodology E.g. Agile methods
- Knowledge base of customer domain and sub domain where problem is solved
- Proactively ensure the highest levels of systems availability

Additional Comments:
Powercurve Collections Database Exposure to Oracle / SQL Server Experience in middleware technologies such as IBM MQ or EAI types Experience managing Windows IIS web servers

**Skills**:
Collections,Oracle Sql,Ticket 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.