Job 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: Additional Comments: None
Employement Category:
Employement Type: Full time Industry: IT Functional Area: IT Role Category: Head Role/Responsibilies: Associate II - Production Support
Contact Details:
Company: UST Global Singapore Location(s): Cochin / Kochi / Ernakulam