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Experience Required: 2–3 Years
Job Type: Full Time
Location: Chennai / Kochi / Trivandrum
Openings: 1
The role of Associate II – Production Support is critical for maintaining stable, high-performing applications and systems in a production environment. This position requires strong analytical skills, technical troubleshooting abilities, and hands-on experience in resolving production incidents with minimal supervision.
The ideal candidate will work closely with business users, development teams, and infrastructure teams to ensure smooth system operations and adherence to SLAs.
Role Overview
The Production Support Associate will monitor, triage, and resolve issues related to applications, systems, and tools. The focus is on maintaining availability, reducing incident recurrence, optimizing processes, and ensuring compliance with standards and procedures.
This role also involves mentoring junior associates, contributing to operational documentation, and driving continuous improvements in efficiency, cost, and quality.
Key Responsibilities
1. Issue Resolution
- Understand application components and business impacts of issues
- Monitor, investigate, and resolve production issues across systems and tools
- Diagnose and resolve Level 2 issues via phone, chat, or email
- Follow proper standards, processes, and security guidelines for troubleshooting
- Ensure timely, high-quality resolutions and minimize repeated incidents
- Log incidents systematically and adhere to SLA guidelines
- Work independently with minimal guidance while managing escalations as required
2. Collaboration and Communication
- Coordinate with cross-functional teams including development, QA, and infrastructure
- Communicate updates and insights across all communication channels
- Participate in discussions regarding recurring issues and preventive actions
3. Process Improvement
- Identify opportunities for automation and operational enhancements
- Optimize turnaround time and reduce MTTR
- Reduce recurrence of known defects
4. Training and Mentoring
- Mentor Trainee Associates and Associate I team members
- Provide domain, technical, or process training as required
- Set FAST goals for mentees and track their progress
5. Documentation and Knowledge Management
- Create documentation for tasks, solutions, and operational procedures
- Maintain runbooks, SOPs, FAQs, and knowledge libraries
- Support knowledge-sharing efforts within the team
6. Release and Change Support
- Follow release management processes
- Assist with deployments, patches, and post-release activities
- Ensure change control procedures are adhered to
7. Reporting
- Provide regular task status updates
- Comply with project reporting standards and formats
Measures of Success
- Adherence to processes, standards, and SOPs
- SLA compliance and timely resolution of issues
- Reduced recurrence of known problems
- Number of production bugs resolved
- Completion of mandatory training and certifications
- Effective mentoring and team contribution
Required Skills
- Ability to identify, triage, and resolve production issues
- Strong problem-solving skills and analytical mindset
- Good written and verbal communication skills
- Ability to work independently and proactively
- Strong customer-service orientation
- Team player with willingness to help and ask for help
- Knowledge of software platforms, operating systems, IDE tools
- Understanding of Agile and software lifecycle methodologies
Knowledge Expectations
- Working knowledge of Java fundamentals (debugging, basic integration tasks)
- Hands-on knowledge of databases and SQL for troubleshooting
- Familiarity with customer domain and relevant sub-domains
- Understanding of system logs, monitoring tools, and production diagnostics
Additional Role Details (L1/L2 Production Support)
The candidate should have:
- Minimum 3 years of production support experience
- Basic to intermediate knowledge of Java, SQL, and database queries
- Ability to analyze incidents, determine root causes, and coordinate resolutions
- Experience supporting multi-state production environments
- Flexibility to work in on-call rotations or night shifts
- Understanding of release management, system performance monitoring, and incident documentation
Responsibilities Include:
- Responding to production incidents and troubleshooting issues
- Coordinating with developers, QA, and infrastructure for escalations
- Monitoring application health and identifying performance bottlenecks
- Supporting deployments, patches, and production changes
- Maintaining runbooks, SOPs, and incident logs
