Associate II

1 day ago

Thiruvananthapuram, Kerala, India UST Full time ₹ 9,00,000 - ₹ 12,00,000 per year

2 - 3 Years

1 Opening

Trivandrum

Role description

Role Proficiency:

Support customer systems/applications/infrastructure by monitoring triaging and resolving the system issues under very minimal guidance

Outcomes:

  • Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues

  • Monitor triage and resolve all issues pertaining to systems/applications/infrastructure tools in production

  • Identify diagnose and resolve L-2 issues for end users over the phone chats and/or via email

  • Resolve production issues with proper approach and follow standards and security guidelines with very minimal support

  • Effectively interact with other stakeholders through all channels; articulating their inputs

  • Optimise efficiency cost and quality by identifying opportunities for automation/process improvements

  • Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles

  • Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures

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

  • Attain technical knowledge for troubleshooting/resolving any reported production issues

  • Set FAST goals and seek feedback for FAST goals

Measures of Outcomes:

  • Adherence to engineering process and standards

  • Adherence to schedule / timelines

  • Adhere to SLAs where applicable

  • of issues fixed
  • of non-compliance issues with respect to SOP

  • Reduction of reoccurrence of known defects

  • Quick turnaround of production bugs

  • Completion of applicable technical/domain certifications

  • Completion of all mandatory training requirements

Outputs Expected:

Issue Resolution:

  • Identify

    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 trainings 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 ensures users and other interested parties are kept informed.

Document:

  • Create documentation for one's own work

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

  • Problem solving approach

  • 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)
  • Software life cycle methodology E.g. Agile methods
  • Knowledge base of customer domain and sub domain where problem is solved
  • Proactively ensure the highest levels of systems availability

Additional Comments:

Job Description : 1. Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues 2. Monitor, triage and resolve all issues pertaining to systems/applications/infrastructure tools in production 3. Identify, diagnose, and resolve L-2 issues for end users over the phone, chats and/or via email 4. Resolve production issues, with proper approach and follow standards and security guidelines with very minimal support 5. Effectively interact with other stakeholders through all channels; articulating their inputs 6. Optimise efficiency, cost and quality by identifying opportunities for automation/process improvements 7. Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles 8. Ensures that requests for support are properly logged and resolved per the Service Level Agreements, according to agreed standards and procedures 9. Learn business domain and system domain; individually and as recommended by the project/account 10. Attain technical knowledge for troubleshooting/resolving any reported production issues

Skills

Ms Office,Sql,Etl,Monitoring

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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