Associate III

4 days ago


Chennai, Tamil Nadu, India UST Full time ₹ 9,00,000 - ₹ 12,00,000 per year

3 - 5 Years

1 Opening

Chennai, Kochi, Trivandrum

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:

Job description: Associate – Production Support (L3) Responsibilities
• Troubleshoot complex issues and provide solutions.
• Act as the technical escalation point for issues not resolved by L1/L2 teams.
• Develop end to end knowledge on the solution provided to the customer and act as the SME for the IT Ops function.
• Being a technical specialist, ensure all incidents are resolved in a timely manner and within the agreed SLAs.
• Create documentation of technical procedures, configurations and troubleshooting steps.
• Create SOPs for L1/L2 team to carry out routine tasks and application monitoring.
• Work with cross functional teams to resolve complex problems.
• Continue develop the technical skill and knowledge, keeping up to date with the latest trends.
• Drive support improvements and implement automation in support activities wherever possible.
• Active participation in SWAT calls / critical incident meetings.
• Collaborate with L4 team in getting the code defects fixed. Skills
• Excellent verbal and writing communication, interpersonal and analytical skills.
• Excellent Troubleshooting and problem-solving skills.
• L3 level support experience in JAVA based applications hosted in AWS platform.
• Expert in SQL scripting and troubleshooting.
• JAVA development / debugging skills
• AWS support skills are desirable
• Great team player with the ability to work with minimal supervision.
• Should be customer focused and empathetic.
• Should have good collaboration skills. Experience: 4-10 years of IT experience as L3 Application Support Engineer.

Skills

Healthcare,Product Support,Java,Jira

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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