Associate Iii

6 months ago


Noida, India UST Full time

Role Proficiency:
Resolve L1 Incident and service requests within agreed SLA

Outcomes:
1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes3) Mentor new team members in understanding customer infrastructure and processes4) Perform alert analysis for driving incident reduction5) Resolve L1 incidents and service requests

Measures of Outcomes:
1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets - OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements9) Number of tickets reduced by alert analysis 10) Number of installation SR handled for endpoints / change tasks completed for infrastructure 11) Number of L1 tickets closed

Outputs Expected:
Monitoring:

- Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.
- Repetitive alert analysis for finding high ticket generating Cis. Adhere to ITIL best practices

Runbook Reference/Change:

- Follow runbook for troubleshooting
record troubleshooting steps and provide inputs for runbook changes.

Escalation/Elevation/Routing of tickets:

- Escalate within organization/customer peer in case of resolution delay.
- Understand OLA between delivery layers (L1
L2
L3 etc)
adhere to OLA
route the tickets to relevant queue
initiate intimation respective teams/customer based on defiled process.

Tickets Backlog/Resolution:

- Follow up on tickets based on agreed timelines
manage ticket backlogs/last activity as per defined process.
- Resolve incidents and SRs within agreed timelines. Execute change tasks for infrastructure.

Collaboration:

- Collaborate with different towers of delivery for ticket resolution (within SLA)
document learnings for self-reference.
- Close/resole L1 tickets with help from respective tower.
- Actively participate in team/organization-wide initiatives.

Installation:

- Install software software/tools and patches

Stakeholder Management:

- Lead the customer and vendor calls.
- Organize meetings with different stake holders. Participate in RCA meetings.

Process Adherence:

- Thorough understanding of organization and customer defined process.
- Consult with mentor when in doubt.
- Adherence to defined processes.
- Adhere to organization’ s policies and business conduct.

Training:

- On time completion of all mandatory training requirements of organization and customer.
- Provide On floor training and one-on-one mentorship for new joiners.

Performance Management:

- Update FAST Goals in NorthStar
track
report and seek continues feedback from peers and manager.
- Set goals and provide feedback for mentees.
- Assist new team members to understand the customer environment.

Skill Examples:
Knowledge Examples:
1) Fair understanding of customer infrastructure ability to co-relate failures

Additional Comments:


  • Associate Iii

    6 months ago


    Noida, India UST Full time

    Role Proficiency: A Voice Associate Able to independently take customer support calls effectively and efficiently ;follow the SOPs to complete the process and endeavour to resolve the issue handle some escalated issues or escalate to a more knowledgeable person to resolve in alignment with SLAs and assists Lead I - BPM.rnA Data Associate should independently...

  • Math Analyst III

    2 months ago


    Noida, India Gaming Laboratories International Full time

    Math Analyst III - Noida Noida, Uttar Pradesh, India Req #1142 Sunday, October 20, 2024 See applied probabilities come to life as your work plays out on the casino floor. Casino gaming is more exciting than ever, with many games looking like action-packed video games. As  Math Analyst III , you’ll get a hands-on preview of these exciting new games...


  • Noida, India CONDUENT Full time

    **About Conduent**: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture...


  • Noida, India CONDUENT Full time

    **About Conduent**: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture...


  • Noida, India CONDUENT Full time

    **About Conduent**: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture...


  • Noida, India CONDUENT Full time

    **About Conduent**: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture...


  • Noida, India Conduent Business Services Full time

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...


  • Noida, India Conduent Business Services Full time

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...


  • Noida, India Uneako- Sharing Sustainable Happiness Full time

    **UNEAKO** **Position**: Role: Corporate Relation Associate Employment Type: Full-Time Location: On - Site (NIET A Block,5thfloor, Greater Noida Uttar Pradesh 201306) Shift: 10am to 5pm (Sundays off) **Salary**: **-3.5 LPA (Fixed + Incentive)** **-Fixed: 2 Lakh to 2.5 Lakh Per Annum (Based on your performance during Training)** **-Incentives Up to 1-...


  • Noida, India Oracle Full time

    Drive the renewal of Oracle's contracts to existing customers. Responsible for timely renewals for medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on...


  • Noida, India Oracle Full time

    Drive the renewal of Oracle's contracts to existing customers. Responsible for timely renewals for medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on...


  • Noida, India BirlaSoft Full time

    . Must Have: - ·Minimum 10 -15 years of hands-on experience as a Business Analyst or Solution Expert/Consultant. ·Minimum 10 years of IT related experience in Banking, Finance and Risk Management. ·Good knowledge of any of Banking and Finance area (Core Banking, Personal & Commercial Banking, Cards & Payments). ·Experienced and knowledge of...

  • Business Analyst III

    4 weeks ago


    Noida, India iQor Full time

    Job Summary: Independently conducts, or leads other analysts, in business process analyses, needs assessments, and preliminary cost/benefit analyses of more/most complex initiatives with little/no direct Project Management guidance, in an effort to align information technology solutions with business processes and requirements. Responsibilities: Conducts...

  • Payroll Associate Iii

    6 months ago


    Noida, Uttar Pradesh, India UKG (Ultimate Kronos Group) Full time

    **Company Overview**: Here at UKG, our purpose is people. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee...

  • Associate Iii

    2 weeks ago


    Noida, Uttar Pradesh, India UST Global Full time

    3 - 5 Years- 1 Opening- Noida**Role description**: Role Proficiency: Ability to e xecute any small to mid size customer project in any field of VLSI Frontend Backend or Analog design with mínimal supervision Outcomes: - Work as an individual contributor to own any one task of RTL Design/Module and provide support to junior engineers in...


  • Noida, Uttar Pradesh, India CORPZO VENTURES PRIVATE LIMITED Full time

    **About us: - **CorpZo Ventures Private Limited is a team of more than 100 corporate legal and finance professionals, set out to assist entrepreneurs around the globe in their business quests. We believe that every business needs nourishment in its budding stages. Ensuring smooth navigation through the bumpy ride of legal compliance, financial risks. Its...

  • Product Manager III

    6 months ago


    Noida, India Brightly Software India Private Limited Full time

    Who we are Build a brighter future while learning and growing with a Siemens company at the intersection of technology, community, and sustainability. Our global team of innovators is always looking to create meaningful solutions to some of the toughest challenges facing our world. Find out how far your passion can take you.  About the job The...

  • Compliance Officer

    6 months ago


    Noida, India Platinx Technologies Pvt Ltd Full time

    I) You will be entrusted with Trading in Capital and Derivatives markets. ii) Your profile will cover the job of Monitoring, study the market behavior and to take measures and control by guiding, keeping a check at dealers in the team so that the interests of the company are safeguarded. iii) You will also be engaged in suggesting strategies, especially...

  • App Dev

    6 months ago


    Noida, India Conduent Business Services Full time

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...


  • Noida, India Conduent Business Services Full time

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...