Associate Iii
2 weeks ago
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:
- Provisioning/de-provisioning of access of employees, consultants, and contractors as requested through the ticketing system. - Perform Access Creation, Updating Access & Revocation. Review completed requests for accuracy. - Manage user accounts, assign appropriate permissions, and ensure that access is granted only to authorized personnel with proper approvals. - Seek and ascertain approvals from Managers and Service Owners - Provide feedback to Partners/Vendors concerning Request Status - Provide reports, provisioning and approval evidence when requested by auditors. - Adherence to established SLAs, established processes, security controls and corporate policies. - Maintain and update operations support documentation. - Maintain an accurate list of authorized approvers and service owners. - Develop and maintain documentation related to user provisioning processes and procedures. - Troubleshoot issues related to user access and permissions. - Provide training and support to end-users and other stakeholders regarding access controls, security policies and procedures. - Develop or expand tools and scripts to help identify and troubleshoot issues and automate processes that help to improve customer experience.
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