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UST

Lead II - Production Support

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7 - 9 Years

1 Opening

Bangalore, Hyderabad

Role description

Role Proficiency:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution

Outcomes:

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

Contribute to the planning of application/infrastructure releases and configuration changes

Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence

Maintain knowledge base of known support issues and resolutions

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

Ensure application monitoring mechanisms and performance tuning processes are in place

Provide input to the implementation backup and roll-back plans

Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs

Create monthly performance reports and publish to stake holders

Handle critical customer escalations and manage appropriate stakeholder communications

Organize facilitate and lead technical teams to work to resolve major incidents

Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems

Understand departmental and company policies procedures and business practices

Mentor all team members to become more effective in their roles and coach them on their career aspirations

Measures of Outcomes:

Adherence to engineering process and standards

Ensure that tickets/incidents are resolved 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 non-compliance issues

% of incident reduction based on permanent fixes/automation/utilities

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

Availability of all supported applications per defined standards

Outputs Expected:

RCA:

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

Design:

Design appropriate metrics for reporting on key performance and quality indicators
particularly in terms of in-depth trend analysis

Maintenance:

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

Develop Strategies:

Lead should develop strategies to mitigate issues arising from existing problems

Innovative Value-adds:

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

Escalations:

Ensures that 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 and 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 up new challenges and explore new technology/tools

Ability to co-ordinate among multiple teams and bring out the best in team work

Ability to handle critical customer escalations and manage under highly stressful situations

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 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:
Role(s): Technical Role Location(s): India Planned Start Date: 1/5/2026 Planned End Date: 12/31/2026 Project Overview: Production Support: includes day to day operational support, bug fixing and new enhancement Role Scope / Deliverables: - Technical IT support - Day to day operation support, bug fixing, new enhancements Key Skills: - Manual work with SQL databases to identify and correct data-entry or other errors - SQL interface for supporting features - LabVIEW programming language to support the client and server tools - Business support for reporting/analysis/inventory – mostly investigating things don’t make sense in the data - SQL skills plus Labview Client/Server programming. Some ERP process knowledge will be really good to have - 8-10 years experience in above skill sets - Good communication skills

Skills

Sql,Labview,Sql Database,Operation Support

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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