Associate III - Production Support
Heredia, Heredia, Costa Rica
hace 5 días

Role Proficiency :

Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 Production Support

Outcomes :

  • Understand the application / feature / component and issues related to the same from Business users to resolve issues and create required SOPs / Runbooks
  • Monitor triage and resolve higher severity issues pertaining to systems / applications / infrastructure tools for end users via phone chats and / or via email
  • Identify the problem patterns and suggest better resolution techniques
  • Optimise efficiency cost and quality by identifying opportunities for automation / process improvements
  • Proactively identify issues / defects / flaws in application; take necessary measures to address
  • Assist Lead 1 Production Support on troubleshooting and Issue resolution; begin demonstrating Lead 1 capabilities in making critical decisions
  • Mentor Trainee Associate and Associate I II- Production Support to become more effective in their roles
  • Act as the technical SME for troubleshooting / resolving any reported production incident / ticket / issue
  • Learn business domain technology and system domain individually and as recommended by the project / account
  • Measures of Outcomes :

  • Adherence to engineering process and standards
  • Adherence to schedule / timelines
  • Adhere to SLAs where applicable
  • of issues resolved

    of non-compliance issues with respect to SOP

  • Reduction of reoccurrence of known defects
  • Quick turnaround of production bugs
  • Defined productivity standards for the team
  • of new runbooks created

    of production jobs automated

    of new monitoring dashboards introduced

  • Completion of applicable technical / domain certifications
  • Completion of all mandatory training requirements
  • Outputs Expected : Issue Resolution :

    Issue Resolution :

  • 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 training 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 ensure users and other interested parties are kept informed.
  • Document :

  • Create documentation for one's own work
  • Automation :

  • Identify opportunities for automation / process improvements that help in optimising cost and improving quality
  • 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
  • Develop runbooks SOPs and dashboards
  • Problem solving approach
  • Manage and guarantee high levels of quality
  • Team Player
  • Good written and verbal communication abilities
  • Proactively ask for help and offer help
  • Knowledge Examples :

    Additional Comments :


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