Job Description

JOB DESCRIPTION Role Proficiency: Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 - Production Support Outcomes: Understand the application/feature/component and issues related to the same from Business users to resolve issues and create required SOPs/Runbooks Monitor triage and resolve higher severity issues pertaining to systems/applications/infrastructure tools for end users via phone chats and/or via email Identify the problem patterns and suggest better resolution techniques Optimise efficiency cost and quality by identifying opportunities for automation/process improvements Proactively identify issues/defects/flaws in application take necessary measures to address 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 new 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 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 related reporting standards/process Manage knowledge: Absorb and contribute to project related documents share point libraries client universities Release: Adhere to release management process Skill Examples: Identify triage and resolve issues reported by customer Log Monitor and report issues as defined by SLAs Develop runbooks SOPs and dashboards Problem solving approach Manage and guarantee high levels of quality Team Player Good written and verbal communication abilities Proactively ask for help and offer help Knowledge Examples: Appropriate software programs/modules/ tools Operating Systems and software platforms Integrated development environment (IDE) DBMS Programming Languages Software life cycle methodology E.g. Agile methods Knowledge base of customer domain and about sub domain where problem is solved Proactively ensure the highest levels of systems availability Agile methods Additional Comments: PCC Technical Analyst/ Technical Consultant Experience: Powercurve Collections (PCC) Product implementation and/or Support DB - Oracle/ MS SQL - mandatory

foundit