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.