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: