Role description:
Role Proficiency:
Outcomes:
- Identify the problem patterns and suggest better resolution techniques
- Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
- 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 recent 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
Ment
📌 Associate Iii (Chennai)
🏢 UST Global
📍 Chennai
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