Role Proficiency:
Outcomes:
- Resolve production issues with proper approach and follow standards and security guidelines with very mínimal support
- Effectively interact with other stakeholders through all channels; articulating their inputs
- Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
- Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles
- Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures
- 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 RAPID goals and seek feedback for 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
- Reduction of reoccurrence of known defects




- Quick turnaround of production bugs
- Completion of applicable technical/domain certifications
- Completion of all mandatory training requirements

Outputs Expected:
Issue Resolution:
- Identify
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 trainings 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 ensures users and other interested parties are kept informed.

Document:
- Create documentation for one's own work

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

📌 Associate Ii (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram