Associate Iii

Role Proficiency:
Outcomes:

- Identify the problem patterns and suggest better resolution techniques
- Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
- Assist Lead 1 - Production Support on troubleshooting and Issue resolution; begin demonstrating Lead 1 capabilities in making critical decisions
- Mentor Trainee Associate and Associate I II- Production Support to become more effective in their roles
- Act as the technical SME for troubleshooting/resolving any reported production incident/ticket/issue

Learn business domain technology and system domain individually and as recommended by the project/account

Measures of Outcomes:

- Adherence to engineering process and standards
- Adherence to schedule / timelines
- Adhere to SLAs where applicable
- # of issues resolved
- # of non-compliance issues with respect to SOP
- Reduction of reoccurrence of known defects
- Quick turnaround of production bugs
- Defined productivity standards for the team
- # of new runbooks created
- # of production jobs automated
- # of new monitoring dashboards introduced
- Completion of applicable technical/domain certifications

Completion of all mandatory training requirements

Outputs Expected:
Issue Resolution:

- 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 training 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 ensure users and other interested parties are kept informed.

Document:

- Create documentation for one's own work

Automation:

- Identify opportunities for automation/process improvements that help in optimising cost and improving quality

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
- Develop runbooks SOPs and dashboards
- Problem solving approach
- Manage and guarantee high levels of quality
- 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)
- DBMS
- Programming Languages
- Software life cycle methodology E.g. Agile methods
- Knowledge base of customer domain and about sub domain where problem is solved
- Proactively ensure the highest levels of systems availability

Agile methodsAdditional Comments:
2-3 years experience in production support, working in rotational shifts Experience in Database support (preferably Oracle) Good working knowledge of SQL queries and procedures. Faniliarity with ITIL processes. Experience in using Service Now or other service managment tools Good communication skills, verbal and written Ability to resolve L2 Incident and service requests within agreed SLA. Maintain SOP and knowledge management with updated troubleshooting instructions and process changes Mentor junior team members in the project Ability to work in rotational shifts, including night shifts US and UK coverage expected.