Associate Ii - Thiruvananthapuram, India - UST

UST
UST
Verified Company
Thiruvananthapuram, India

1 week ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

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 FAST 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 needbased domain/project/technical trainings as needed
  • Provides needbased 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 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
  • Problem solving approach
  • 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)
  • Software life cycle methodology E.g. Agile methods
  • Knowledge base of customer domain and sub domain where problem is solved
  • Proactively ensure the highest levels of systems availability

Additional Comments:
Genesys Production support. Need understanding on Genesys configuration, dialler issue fixing.
More jobs from UST
See all jobs of UST