Associate I - Production Support
UST
Thiruvananthapuram, Kerala, India
4d ago

Role Proficiency :

Support customer applications by monitoring the systems / applications and infrastructure under minimal guidance

Outcomes :

  • Understand the application / feature / component and issues related to the same from Business users; work to resolve the issues
  • Monitor and troubleshoot all issues pertaining to systems / applications / infrastructure tools in production.
  • Identify diagnose and resolve L-1 issues for end users over the phone chats and / or via email / ticketing tool
  • Ensure that requests for support are properly logged and resolved as per the Service Level Agreements according to agreed standards and procedures
  • Adhere to project Salad shift timings; communicate effectively over e-mails and conversations
  • Identify and report opportunities to improve efficiency and quality (e.g. Repeatable processes that can be automated)
  • 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 to 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

  • Completion of all mandatory training requirements
  • Outputs Expected : Issue Resolution :

    Issue Resolution :

  • Identify analyse and resolve the incidents / tickets
  • Training :

  • Attend one-on one need-based domain / project / technical trainings as needed
  • 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
  • Status Reporting :

  • Report status of tasks assigned
  • Comply with project related reporting standards / process
  • Manage knowledge :

  • Absorb project related documents share point libraries and client universities
  • Release :

  • Adhere to release management process
  • Skill Examples :

  • Identify and triage 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 :

    Primary Skills : Java, SpringBoot Microservices(1-3 years),Infrastructure Analysis & Monitoring(1-3 years),Devops(1-3 years).

    Secondary Skills : AWS Cloud(1-3 years),GitLab(0-1 years),Python(1-3 years).Good to have : Automation & scripting experienceAPI Development background in JavaTelemetry & Monitoring tools (Splunk, AppDynamics, Grafana)

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