Production Support Associate (Start ASAP)

About UST Global

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people, and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations.

Your role

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 about 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 the 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 the 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 processes and standards
• Adherence to schedule / timelines
• Adhere to SLAs where applicable
  • of issues fixed
  • of non-compliance issues concerning 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 - analyze and resolve the incidents/tickets within the optimal MTTR (Mean Time To Resolve)

Training

• Attends one-to-one need-based domain/project/technical training as needed
• Provides need-based training to juniors on the team

Escalation

• Escalate problems to appropriate individuals/support teams based on established guidelines and procedures.
• Where applicable monitor the progress of requests for support and ensure users and other interested parties are kept informed.

Mentoring

• Mentor juniors on the team
• Set FAST goals and provide feedback on FAST goals to mentees

Status Reporting

• Report the 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

Training, & development

UST has several ways for its employees to invent something just for fun, such as UST’s annual D3 Hackathon, which puts the employees’ engineering and programming skills to the test. It offers meaningful ways for employees to develop their skills while developing themselves, so they can run with big ideas.

Salary & benefits

The annual salary for the role at this company can range from INR 3 to 7 lakhs per year. UST offers the following benefits for Regular, full-time employees:

• Health Insurance Plans 
• Health Savings Accounts and Flexible Spending Accounts 
• Dental & Vision Plans
• Supplemental Insurance Plans 
• Company Paid Basic Life and AD&D Insurance
• Supplemental Life Insurance 
• Company Short and Long-term Term Disability Insurance 
• Retirement Plans 
• Company Paid Employee Assistance Program
• Veterinary Discount Program
• Vacation and Sick time
• Paid Holidays.

Career progression

At UST people thrive when they discover what energizes them. To Fuel for the brightest ideas employees continually expand their abilities and outdo their own best thinking—leading to products and tools that will significantly improve the world. It fosters entrepreneurship through the UST Garage Ventures program, a unique funding model designed to help the team members bring their most innovative ideas to market.

Work-life balance

UST Global India understands the importance of personal commitments and allows its employees to take time off when necessary, enhanced policies that help reduce stress, flexibility in terms of working hours, the ability to work remotely and keep workloads manageable thus promoting a healthy work-life balance and values the personal lives of its employees.

Culture & vibe

UST is where ambition, ingenuity, and teamwork create boundless impact. The teammates who celebrate a diverse and inclusive workplace. Who listen to one another, and view learning as a life-long journey. As they work with world-class clients, they ground their decisions in humility, humanity, and integrity. And transform customer experiences and business practices with a human-centered approach and the power of technology. Every day, they come together to improve the way people work, live, and do business all over the world.

About you

Qualification and experience

• Bachelor’s degree. A relevant combination of education and experience may be considered instead of a degree.
•  0 -1 year experience Strong knowledge in PowerShell shell scripting Strong knowledge of networks/servers Strong knowledge of file manager and UNC naming conventions
• Should be very detail-oriented
• Strong oral and written communication skills.
• Ability to work in a team environment.
• Proficient in prioritizing, multi-tasking, and managing multiple projects.
• Proven independent worker with strong organizational and time management skills.
• Flexible and can adapt to change.

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
• The knowledge base of the customer domain and subdomain where the problem is solved
• Proactively ensure the highest levels of system availability.

How to apply

To apply for this role, simply click on the "Apply on employer site" button on this page to submit your application with UST Global India.

Sources

The following sources were used in researching the information for this page.

• Ust.com/en/careers
• Glassdoor.co.in/Overview/Working-at-UST-EI_IE155577.11,14.htm.