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UST

Lead I - Production Support

India

5 - 7 Years

1 Opening

Chennai, Kochi, Trivandrum

Role description

Role Proficiency:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines

Outcomes:

Lead and prioritise the Application Support team’s work load

Co-ordinate and promote effective functioning of problem management activities across all support teams

Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner

Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence

Create and maintain knowledge base of known support issues and resolutions

Create and maintain application support service catalogue in coordination with other internal application teams

Create application monitoring mechanisms and performance tuning processes

Provide input for implementation backup and roll-back plans

Create daily and weekly status reports; publish to stake holders

Should be able to handle critical customer escalations

Lead technical teams in working towards resolving major incidents

Understands departmental and company policies procedures and business practices

Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles

Measures of Outcomes:

Adherence to engineering process and standards

Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame

Timely publication of reports and metrics to stakeholders

Handling of critical escalations

Adhere to SLAs where applicable

# of tickets or incidents fixed

# of non-compliance issues

Productivity standard of the project

# of reusable components or documents created

Participation in Knowledge Transfer to ensure better grasp of product

Completion of all mandatory training requirements

Outputs Expected:

RCA:

Ensure Root Cause Analysis is performed for all issues as defined by the project

Issue Resolution:

Provide technical solution for resolving high priority and severity incidents

Maintenance:

Responsible for application upgrades and troubleshooting post upgrades
in general maintenance of the entire system

Best Practices:

Create Incident Management best practices and ensure team adherence

Innovative Value-adds:

Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations:

Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.

Skill Examples:

Extensive knowledge/Experience in managing and triaging Production Support incidents and issues

Experience working with distributed teams in different time-zones

Strong commitment to quality and engineering excellence

Ability to take on new challenges and explore new technology/tools

Strong communication skills

Able to work in a high paced dynamic and culturally diverse environment

High level of commitment initiative enthusiasm and vision

Excellent presentation and interpersonal skills

Prioritize workload providing timely and accurate resolutions

Knowledge Examples:

Appropriate software programs / modules
- Able to give Knowledge transitions to the team as when required
- Experience in supporting enterprise customers
- Provide estimates for candidate Enhancement and Defect work to be included in release
- Operating Systems and software platforms
- Integrated development environment (IDE)
- Agile methods
- Knowledge base of customer domain and sub domain where problem is solved
Additional Comments:
• Production Support Lead • Ensure service SLA’s by providing timely technical resolution to day-to-day issues. • Manage ticket dependencies, update JIRA tickets per process and needs, keep status and tasks updated, Triage and assign owners • Drive day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors • Troubleshooting data issues and extracting data using SQL and web service calls • Monitoring and troubleshooting data integration platforms like Attunity, Qlik • Monitoring and troubleshooting batch jobs, interfaces, log files • Monitoring and troubleshooting ODS • Monitoring and troubleshooting EDI processors like EDIFECS • Monitoring and troubleshooting Healthcare EDI jobs • Strong communication skills including the ability to convey technical information effectively • Log tickets and manage vendor and partner communication • Work with the client to provide update on day-to-day issues and root cause analysis • Monitoring and troubleshooting production application environments • Drive issue resolution activities with network, middleware, hardware, OS, DB, internal and external application groups • Coordinate system maintenance and upgrade events • Coordinating with offshore teams and driving issue resolution • Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls. • Respond to after hours / weekend calls and issues as required • 6+ years’ experience working in a mid to large size production support environment • Experience in handling Sev1/Sev2 incident response • Prefer experience working in healthcare health plan operations relating to Enrollments, claims and payments • Experience writing complex SQL queries using Oracle/ MS SQL/MySQL/Postgress • Prior experience with data integration platforms highly desirable like Attunity, Qlik • Experience with linux scripting • Experience working with ODS data model and ETL processing • Exposure to and understand concepts around integrating systems built using Java technology stack and SOAP/REST API protocols. Comfortable working with Soap UI / Postman • Healthcare EDI experience • Experience coordinating with vendors for 3r party related technical issues • Experience with Cloud AWS/GCP • Strong Excel, PowerPoint and presentation skills • Bachelor’s degree or higher in business or technical field or commensurate experience in the field • Work experience in production support • Experience working in an onshore/offshore model • Experience working with SaaS providers and HealthEdge applications

Skills

Healthcare,Java,Production Support,Jira

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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