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Associate III - Production Support
India
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 : 1. Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues 2. Monitor, triage and resolve all issues pertaining to systems/applications/infrastructure tools in production 3. Identify, diagnose, and resolve L-2 issues for end users over the phone, chats and/or via email 4. Resolve production issues, with proper approach and follow standards and security guidelines with very minimal support 5. Effectively interact with other stakeholders through all channels; articulating their inputs 6. Optimise efficiency, cost and quality by identifying opportunities for automation/process improvements 7. Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles 8. Ensures that requests for support are properly logged and resolved per the Service Level Agreements, according to agreed standards and procedures 9. Learn business domain and system domain; individually and as recommended by the project/account 10. Attain technical knowledge for troubleshooting/resolving any reported production issues
Skills
Ms Office,Sql,Etl,Monitoring
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