Associate Ii

2 weeks ago

Chennai Tamil Nadu, India UST Global Full time

2 - 3 Years
- 5 Openings
- Chennai, Kochi, Trivandrum

**Role description**:
**Hiring Locations**: Chennai, Trivandrum, Kochi
**Experience Range**: 2 - 5 Years

**Role Description**:
**Key Responsibilities**:

- Identify, analyze, and resolve L1/L2 incidents and support tickets efficiently, ensuring adherence to SLAs.
- Provide resolution for production issues while following standard protocols and security guidelines.
- Initiate and manage SWAT calls during critical issues and provide stakeholder communication updates.
- Track SLA compliance, publish weekly/monthly dashboards, and escalate as necessary.
- Own and drive service improvement initiatives by analyzing recurring incidents.
- Maintain documentation for troubleshooting steps, resolution procedures, and best practices.
- Provide guidance and mentorship to junior support associates and assist in their upskilling.
- Ensure accurate logging, categorization, allocation, follow-up, resolution, and closure of tickets.
- Contribute to knowledge base updates, project libraries, and client documentation.

**Mandatory Skills**:

- Production/Application Support
- Issue triaging and resolution (L1 & L2)
- Ticket management systems (e.g., JIRA)
- Application monitoring tools
- Basic Technical knowledge in:

- SQL
- AWS
- Java
- Service reporting and SLA tracking
- Strong documentation and communication abilities (written and verbal)
- SWAT call coordination and stakeholder handling

**Good to Have Skills**:

- Exposure to Agile/Scrum environments
- Familiarity with release management processes
- Basic scripting or automation experience
- Experience in creating dashboards and support analytics
- Knowledge of customer domains and sub-domains

**Soft Skills**:

- Strong problem-solving approach
- Effective communication and collaboration across teams
- Customer-centric mindset
- Proactive in taking ownership and accountability
- Ability to mentor juniors and contribute to team growth
- Adaptability and eagerness to learn

**Performance Metrics**:

- SLA adherence and timely ticket resolution
- Reduction in repeat incidents
- Compliance with documentation and reporting standards
- Contribution to service/process improvement initiatives
- Completion of technical/domain training and certifications
- Quality of stakeholder communication and issue escalation handling

**Skills**:
Monitoring,Sql,Aws,Java

**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.

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