Role Proficiency:

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

Outcomes:

      Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues       Monitor triage and resolve all issues pertaining to systems/applications/infrastructure tools in production       Identify diagnose and resolve L-2 issues for end users over the phone chats and/or via email       Resolve production issues with proper approach and follow standards and security guidelines with very minimal 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 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 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:

Job description – L1 Production Support We are seeking candidates who bring: • At least 3 years of production support experience in IT environments. • Foundational knowledge of Java, including debugging or integration tasks. • Basic proficiency in Java, databases, and SQL, sufficient for troubleshooting and support tasks. These new hires will support our multi-state production environments, ensuring smoother operations and timely incident response across our TechOps infrastructure. Key Responsibilities • Incident & Issue Management o Respond swiftly to production incidents, diagnose and troubleshoot system and application issues, and work with developers or infrastructure teams for root cause resolution. • Collaboration & Communication o Liaise with development, QA, infrastructure, and business teams to understand feature impacts and resolve escalations. • Shift & On-Call Support o Participate in on-call rotation or night shifts to ensure 18*5 operational coverage, as necessary. • System Monitoring & Performance o Monitor application health o Identify performance bottlenecks and coordinate remediation efforts. • Release & Change Support o Assist with production deployments, patches, and updates while following change-control processes and ensuring operational stability. • Documentation & Knowledge Management o Maintain operational runbooks, SOPs, FAQs, and incident logs. Ensure knowledge sharing across the team.