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Associate III - Production Support posted by UST

4 days left to apply
Full Time

Job Description

Role Proficiency:

Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 – Production Support


  1.       Understand the application/feature/component and issues related to the same from Business users to resolve issues and create required SOPs/Runbooks
  2.       Monitor triage and resolve higher severity issues pertaining to systems/applications/infrastructure tools for end users via phone chats and/or via email
  3.       Identify the problem patterns and suggest better resolution techniques
  4.       Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
  5.       Proactively identify issues/defects/flaws in application; take necessary measures to address
  6.       Assist Lead 1 – Production Support on troubleshooting and Issue resolution; begin demonstrating Lead 1 capabilities in making critical decisions
  7.       Mentor Trainee Associate and Associate I II- Production Support to become more effective in their roles
  8.       Act as the technical SME for troubleshooting/resolving any reported production incident/ticket/issue
  9. Learn business domain technology and system domain individually and as recommended by the project/account

Measures of Outcomes:

  1.       Adherence to engineering process and standards
  2.       Adherence to schedule / timelines
  3.       Adhere to SLAs where applicable
  4.       # of issues resolved
  5.       # of non-compliance issues with respect to SOP
  6.       Reduction of reoccurrence of known defects
  7.       Quick turnaround of production bugs
  8.       Defined productivity standards for the team
  9.       # of new runbooks created
  10.   # of production jobs automated
  11.   # of new monitoring dashboards introduced
  12.   Completion of applicable technical/domain certifications
  13. Completion of all mandatory training requirements

Outputs Expected:

Issue Resolution:

  1. Analyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)


  1. Attends one on one need-based domain/project/technical trainings as needed
  2. Provides need-based training to juniors on the team


  1. Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
  2. Where applicable monitor progress of requests for support and ensure users and other interested parties are kept informed.


  1. Create documentation for one's own work


  1. Identify opportunities for automation/process improvements that help in optimising cost and improving quality


  1. Mentor juniors on the team
  2. Set FAST goals and provide feedback of FAST goals to mentees

Status Reporting:

  1. Report status of tasks assigned
  2. Comply with project related reporting standards/process

Manage knowledge:

  1. Absorb and contribute to project related documents share point libraries client universities


  1. Adhere to release management process

Skill Examples:

  1.       Identify triage and resolve issues reported by customer
  2.       Log Monitor and report issues as defined by SLAs
  3.       Develop runbooks SOPs and dashboards
  4.       Problem solving approach
  5.       Manage and guarantee high levels of quality
  6.       Team Player
  7.       Good written and verbal communication abilities
  8.       Proactively ask for help and offer help

Knowledge Examples:

Additional Comments:




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