Production Support Engineer: Incident Resolution & Automation

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

Key Responsibilities

• 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

Performance Areas:
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.

Required Qualifications

• 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