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
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