Associate Ii

4 days ago

Chennai Tamil Nadu, India UST Global Full time

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

**Role description**:
**Hiring Locations**: Chennai, Trivandrum, Kochi

**Role Description**:
**Key Responsibilities**:
**1. Issue Management & Resolution**
- Adhere to SOPs, standards, and security guidelines when resolving production issues.
- Escalate problems as per guidelines and ensure follow-ups until resolution.

**2. Customer & Stakeholder Management**
- Understand business and system domain to resolve issues effectively.
- Act as POC for customer escalations and requests.
- Coordinate SWAT calls and provide timely updates to stakeholders and leadership.

**3. Monitoring & Reporting**
- Application and system monitoring to ensure availability and performance.
- SLA tracking and reporting, including weekly and monthly dashboards.
- Publish updates and status reports as per project standards.

**4. Knowledge & Documentation**
- Maintain and update documentation for processes, resolutions, and configurations.
- Absorb and contribute to project-related knowledge repositories.
- Participate in training programs and mentor junior team members.

**5. Continuous Improvement**
- Identify automation and process improvement opportunities.
- Conduct periodic analysis of support tickets to reduce recurrence of known issues.

**Mandatory Skills**:

- Strong communication (written & verbal) and documentation skills.
- SQL fundamentals for troubleshooting.
- JIRA tool management for issue tracking.
- Application monitoring and ticket management (L1/L2).
- Ability to own SWAT call initiation and coordinate incident management.

**Good-to-Have Skills**:

- Familiarity with Agile methodology.
- Knowledge of integrated development environments (IDE).
- Basic scripting for automation.
- Understanding of customer-specific business domains.

**Soft Skills**:

- Problem-solving mindset with proactive approach.
- Team player with collaborative attitude.
- Customer-oriented approach with empathy.
- Ability to work under mínimal supervision.
- Strong time management and prioritization skills.

**Experience Range**:

- **2 to 5 years** of relevant production support / L2 support experience.

**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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