Lead II

7 - 9 Years

1 Opening

Bangalore, Hyderabad, Pune, Trivandrum

Role Proficiency:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution

Outcomes:

• Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams

• Contribute to the planning of application/infrastructure releases and configuration changes

• Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence

• Maintain knowledge base of known support issues and resolutions

• Create and maintain application support service catalogue in coordination with other internal application teams

• Ensure application monitoring mechanisms and performance tuning processes are in place

• Provide input to the implementation backup and roll-back plans

• Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs

• Create monthly performance reports and publish to stake holders

• Handle critical customer escalations and manage appropriate stakeholder communications

• Organize facilitate and lead technical teams to work to resolve major incidents

• Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems

• Understand departmental and company policies procedures and business practices

• Mentor all team members to become more effective in their roles and coach them on their career aspirations

Measures of Outcomes:

• Adherence to engineering process and standards

• Ensure that tickets/incidents are resolved by all the resources in team within allotted time frame

• Timely publication of reports and metrics to stakeholders

• Handling of critical escalations

• Adhere to SLAs where applicable

• of non-compliance issues
  

• % of incident reduction based on permanent fixes/automation/utilities

• Productivity standard of the project

• of reusable components or documents created
  

• Participation in Knowledge Transfer to ensure better grasp of product

• Completion of all mandatory training requirements

• Availability of all supported applications per defined standards

Outputs Expected:

RCA:

• Ensure Root Cause Analysis is performed for all issues as defined by the project

Design:

• Design appropriate metrics for reporting on key performance and quality indicators
  
  particularly in terms of in-depth trend analysis

Maintenance:

• Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire system

Develop Strategies:

• Lead should develop strategies to mitigate issues arising from existing problems

Innovative Value-adds:

• Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations:

• Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.

Skill Examples:

• Extensive knowledge and experience in managing and triaging Production Support incidents and issues

• Experience working with distributed teams in different time-zones

• Strong commitment to quality and engineering excellence

• Ability to take up new challenges and explore new technology/tools

• Ability to co-ordinate among multiple teams and bring out the best in team work

• Ability to handle critical customer escalations and manage under highly stressful situations

• Strong communication skills

• Able to work in a high paced dynamic and culturally diverse environment

• High level of commitment initiative enthusiasm and vision

• Excellent presentation and interpersonal skills

• Prioritize workload; providing timely and accurate resolutions

Knowledge Examples:

• Appropriate software programs / modules

• Able to give knowledge transitions to the team when required

• Experience in supporting enterprise customers
• Provide estimates for candidate Enhancement and Defect work to be included in release
• Operating Systems and software platforms
• Integrated development environment (IDE)
• Agile methods
• Knowledge base of customer domain and sub domain where problem is solved

Additional Comments:

Administer and maintain the Protegrity Data Protection Platform, including policy configuration, tokenization, and encryption services Experience in Enterprise Security Administrator (ESA), Key Management, and Certificate Management Familiarity with Unix/Linux systems, shell scripting, and enterprise databases (IBM DB2, PostgreSQL, Databricks) Install and upgrade Protegrity software in OnPrem and AWS environments Troubleshoot Data tokenization and de-tokenization issues in lower and higher environments Manage user access, roles, and permissions within the Protegrity platform Automate and schedule Protegrity logs scanning to identify failures and perform application health check on a regular basis Monitor system performance, troubleshoot issues, and ensure high availability and reliability of Protegrity services Document configurations, procedures, and best practices for operational continuity Participate in incident response and root cause analysis related to data protection issues. Provide support for development, testing, and production environments Experience with incident management and change control processes Good experiences on troubleshooting and Error handing strategies Knowledge of networking, firewalls, and secure data transmission protocols Nice-to-have experience in Design, implement, and maintain CI/CD pipelines for automated build, test, and deployment in AWS environment Knowledge on Developing and maintaining infrastructure as code using tools like Terraform, Ansible, or CloudFormation will be an added advantage Flexible to learn new things Good Team player Should be flexible with on-call (2PM IST to 11:30PM IST), weekend support if need for deployments, on-call roaster Strong analytical and problem-solving skills Excellent communication and documentation abilities

protegrity Administration ,Dev OPS CI/CD,Production Support,Jira, ServiceNow, GitHub, Jenkins

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. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.