Associate II

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 – L1 Production Support We are seeking candidates who bring:

• At least 3 years of production support experience in IT environments.
• Foundational knowledge of Java, including debugging or integration tasks.
• Basic proficiency in Java, databases, and SQL, sufficient for troubleshooting and support tasks. These new hires will support our multi-state production environments, ensuring smoother operations and timely incident response across our TechOps infrastructure. Key Responsibilities
• Incident & Issue Management o Respond swiftly to production incidents, diagnose and troubleshoot system and application issues, and work with developers or infrastructure teams for root cause resolution.
• Collaboration & Communication o Liaise with development, QA, infrastructure, and business teams to understand feature impacts and resolve escalations.
• Shift & On-Call Support o Participate in on-call rotation or night shifts to ensure 18*5 operational coverage, as necessary.
• System Monitoring & Performance o Monitor application health o Identify performance bottlenecks and coordinate remediation efforts.
• Release & Change Support o Assist with production deployments, patches, and updates while following change-control processes and ensuring operational stability.
• Documentation & Knowledge Management o Maintain operational runbooks, SOPs, FAQs, and incident logs. Ensure knowledge sharing across the team.

Skills
Product Support,Java,Debugging,troubleshooting