Associate Ii

1 day ago

Chennai Tamil Nadu, India UST Global Full time

2 - 3 Years
- 1 Opening
- Chennai, Kochi, Trivandrum

**Role description**:
**Experience Range**: 2 to 5 years
**Hiring Locations**: Chennai, Trivandrum, Kochi

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

- Understand business requirements and troubleshoot issues reported by end users.
- Identify, analyze, and resolve L1 and L2 incidents/tickets within optimal MTTR.
- Own and coordinate SWAT calls and critical incident communications.
- Serve as point-of-contact (POC) for customer escalations and requests.
- Maintain and improve system uptime and SLA compliance.
- Ensure documentation is current and knowledge is shared with the team.
- Mentor junior associates and support their technical development.
- Track and report SLA metrics, weekly/monthly dashboards, and support analytics.
- Follow release management and change control procedures.

**Mandatory Technical Skills**:

- SQL - Intermediate
- AWS - Basic knowledge
- Java - Basic understanding for troubleshooting
- Application monitoring tools
- JIRA or similar ticket management tools
- Knowledge of ServiceNow or any ITSM tool
- Incident tracking and SLA reporting

**Good-to-Have Skills**:

- Understanding of Agile methodologies
- Familiarity with infrastructure concepts and CI/CD pipelines
- Experience with automation or scripting for process improvement

**Soft Skills**:

- Excellent verbal and written communication
- Strong documentation and reporting skills
- Customer handling and stakeholder management
- Problem-solving mindset
- Team player with mentoring abilities
- Ability to work under pressure and multitask
- Proactive attitude in process improvement and knowledge sharing

**Key Measures of Success**:

- Adherence to SLAs and MTTR targets
- Reduction of repeat issues and known defects
- Timely and accurate reporting and dashboard publication
- Completion of required certifications and training
- Number of production issues resolved effectively
- Quality of documentation and knowledge transfer
- Contribution to service improvement initiatives

**Skills**:
Monitoring,Ticket Management,Sla 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.

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