Associate III

Role Description
Role Proficiency:

Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 – Production Support

Outcomes

• Understand the application/feature/component and issues related to the same from Business users to resolve issues and create required SOPs/Runbooks
• Monitor triage and resolve higher severity issues pertaining to systems/applications/infrastructure tools for end users via phone chats and/or via email
• Identify the problem patterns and suggest better resolution techniques
• Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
• Proactively identify issues/defects/flaws in application; take necessary measures to address
• 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 methods

Additional Comments

• System Monitoring & Maintenance
• Incident management and Problem Management
• Troubleshooting and Problem-solving skills
• Strong Collaboration with Cross-Functional Teams
• Infrastructure Support
• Manage servers, databases, and cloud environments -Prior experience of working on the windows , WebLogic servers.
• Good knowledge on how to initiate the REST API calls (SOAP or POSTMAN)
• Ensure high availability and disaster recovery readiness.
• Good communication skills both verbal and email as this is customer facing role.
• Hands on strong SQL knowledge , API /Microservices, Java , Automation & Scripting
• Knowledge on KOBs is added advantage.
• Experience with Grafana, Dynatrace is a plus
• supply chain understanding. OTM/GTM exposure is a plus

Skills
Incident Management,Maintenance,Problem Management