Job description 

Role Proficiency:

Support customer systems/applications/infrastructure by monitoring triaging and resolving the system issues under very minimal guidance 
 

Outcomes:

1.       Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues
2.       Monitor triage and resolve all issues pertaining to systems/applications/infrastructure tools in production
3.       Identify diagnose and resolve L-2 issues for end users over the phone chats and/or via email
4.       Resolve production issues with proper approach and follow standards and security guidelines with very minimal support
5.       Effectively interact with other stakeholders through all channels; articulating their inputs
6.       Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
7.       Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles
8.       Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures
9.       Learn business domain and system domain; individually and as recommended by the project/account
10.   Attain technical knowledge for troubleshooting/resolving any reported production issues
11. Set FAST goals and seek feedback for FAST goals

Measures of Outcomes:

1.       Adherence to engineering process and standards
2.       Adherence to schedule / timelines
3.       Adhere to SLAs where applicable
4.       # of issues fixed
5.       # of non-compliance issues with respect to SOP
6.       Reduction of reoccurrence of known defects
7.       Quick turnaround of production bugs
8.       Completion of applicable technical/domain certifications
9. Completion of all mandatory training requirements

Outputs Expected:

Issue Resolution:

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

Training:

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

Escalation:

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

Document:

1. Create documentation for one's own work

Mentoring:

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

Release:

1. Adhere to release management process