Associate Ii

2 weeks ago


Thiruvananthapuram, India UST Global Full time

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:


  • Lead Ii

    3 weeks ago


    Thiruvananthapuram, Kerala, India UST Full time

    Job Title Salesforce Technical Lead Experience Range 89 Years Hiring Location Bangalore Chennai Hyderabad Pune Noida Trivandrum Kochi Must-Have Skills 89 years of Salesforce development experience Minimum 3 years in a technical lead role Hands-on experience with Apex Lightning Web Components LWC Salesforce Flows Visualforce SOQL SOSL...

  • Associate Ii

    2 weeks ago


    Thiruvananthapuram, Kerala, India UST Global Full time

    2 - 3 Years- 1 Opening- Trivandrum**Role description**: Role Proficiency: A Voice Associate should under very mínimal guidance be able to take customer support calls effectively and efficiently following the SOPs to complete the process and endeavour to resolve the issue or escalate to a more knowledgeable person to resolve in alignment with SLAs.rnA Data...

  • Associate Ii

    2 weeks ago


    Thiruvananthapuram, Kerala, India UST Global Full time

    2 - 3 Years - 7 Openings - Kochi, Trivandrum **Role description**: Role Proficiency: A Voice Associate should under very mínimal guidance be able to take customer support calls effectively and efficiently following the SOPs to complete the process and endeavour to resolve the issue or escalate to a more knowledgeable person to resolve in alignment with...


  • Thiruvananthapuram, Kerala, India Zafin Full time

    Qualifications Required.Bachelor's or Master's degree in Computer Science, Information Technology, Cybersecurity, or a related field.Equivalent professional experience is acceptable.Minimum 5+ years of experience in Azure cloud operations, with a demonstrated focus on security and vulnerability management.Proven track record of managing and securing...


  • Thiruvananthapuram, Kerala, India Zafin Full time

    Qualifications Required . Bachelor's or Master's degree in Computer Science, Information Technology, Cybersecurity, or a related field. Equivalent professional experience is acceptable. Minimum 5+ years of experience in Azure cloud operations, with a demonstrated focus on security and vulnerability management. Proven track record of managing and securing...


  • Thiruvananthapuram, Kerala, India Zafin Full time

    Qualifications Required.Bachelor's or Master's degree in Computer Science, Information Technology, Cybersecurity, or a related field. Equivalent professional experience is acceptable.Minimum 5+ years of experience in Azure cloud operations, with a demonstrated focus on security and vulnerability management.Proven track record of managing and securing...


  • Thiruvananthapuram, Kerala, India Zafin Full time

    Qualifications Required.Bachelor's or Master's degree in Computer Science, Information Technology, Cybersecurity, or a related field. Equivalent professional experience is acceptable.Minimum 5+ years of experience in Azure cloud operations, with a demonstrated focus on security and vulnerability management.Proven track record of managing and securing...

  • Associate Ii

    2 weeks ago


    Thiruvananthapuram, India UST Full time

    3+ years of Experience in: Installation, Administration and Maintenance of SQL Server Instances that include SQL Server 2008R2/2012/2014/2016/2017/2019 Database related technical trouble shooting Database/Server monitoring and performance tuning Migration of SQL Servers from SQL older versions to new versions like SQL 2016/2017/2019 Setting up Development,...

  • Associate Ii

    2 weeks ago


    Thiruvananthapuram, India UST Full time

    Role Proficiency: Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests Outcomes: 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes 3) Mentor...

  • Associate Ii

    2 weeks ago


    Thiruvananthapuram, India UST Global Full time

    Role Proficiency: Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests Outcomes: 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes 3) Mentor...