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Associate II - Production Support

Associate II - Production Support

UST

5 years

0 Lacs

Chennai Tamil Nadu India

Posted:3 days ago| Platform:

Apply

Skills Required

support monitoring coordination service analyze resolve security chat communication compliance drive documentation troubleshooting logging management jira sql aws java reporting tracking agile scrum scripting automation analytics collaboration adaptability metrics training certifications escalation

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description

Hiring Locations:

Chennai, Trivandrum, Kochi

Experience Range:

2 – 5 Years

Role Description

The Production Support Engineer will be responsible for monitoring, triaging, and resolving issues across customer systems, applications, and infrastructure. The role demands proactive incident handling, coordination with stakeholders, and continuous service improvement under minimal supervision.

Key Responsibilities

Monitor and manage customer systems/applications and infrastructure tools in production environments.
Identify, analyze, and resolve L1/L2 incidents and support tickets efficiently, ensuring adherence to SLAs.
Provide resolution for production issues while following standard protocols and security guidelines.
Handle support requests through phone, chat, or email, delivering high-quality end-user assistance.
Initiate and manage SWAT calls during critical issues and provide stakeholder communication updates.
Track SLA compliance, publish weekly/monthly dashboards, and escalate as necessary.
Own and drive service improvement initiatives by analyzing recurring incidents.
Maintain documentation for troubleshooting steps, resolution procedures, and best practices.
Provide guidance and mentorship to junior support associates and assist in their upskilling.
Ensure accurate logging, categorization, allocation, follow-up, resolution, and closure of tickets.
Contribute to knowledge base updates, project libraries, and client documentation.

Mandatory Skills

Production/Application Support
Issue triaging and resolution (L1 & L2)
Ticket management systems (e.g., JIRA)
Application monitoring tools
Basic Technical knowledge in:

SQL
AWS
Java

Service reporting and SLA tracking
Strong documentation and communication abilities (written and verbal)
SWAT call coordination and stakeholder handling

Good To Have Skills

Exposure to Agile/Scrum environments
Familiarity with release management processes
Basic scripting or automation experience
Experience in creating dashboards and support analytics
Knowledge of customer domains and sub-domains

Soft Skills

Strong problem-solving approach
Effective communication and collaboration across teams
Customer-centric mindset
Proactive in taking ownership and accountability
Ability to mentor juniors and contribute to team growth
Adaptability and eagerness to learn

Performance Metrics

SLA adherence and timely ticket resolution
Reduction in repeat incidents
Compliance with documentation and reporting standards
Contribution to service/process improvement initiatives
Completion of technical/domain training and certifications
Quality of stakeholder communication and issue escalation handling

Skills

Monitoring,Sql,Aws,Java

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