Associate Ii

Role Proficiency Follow update runbook SOP to monitor track and co-ordinate to closure service requests 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 changes 3 Mentor new team members in understanding customer infrastructure and processes 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 requirements Outputs Expected Monitoring Understand Priority and Severity based on ITIL practice Understand agreed SLA with customer and adhere Adhere to ITIL best practices Runbook Reference Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes Use KB SOP to resolve tickets update KB SOP with new findings Tickets Backlog Follow up on tickets based on agreed timelines manage ticket backlogs last activity as per defined process Collaboration Collaborate with different towers of delivery for ticket resolution within SLA document learnings for self-reference Actively participate in team organization-wide initiatives Collaborate with other team members for timely resolution of tickets Assist new team members to understand the customer environment 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 Skill Examples Strong interpersonal and communication skills Written verbal and email etiquette to interact with different teams and customers Analytical ability to understand a larger picture of customer issues Ability to follow SOP documents and escalate the s with in the SLA defined Networking a Basic Network commands for troubleshooting Desktop Laptop connectivity issues Server a Strong skills in most operating system commands utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb Support tasks like OS installation and basic user level commands and local user group managementc Software installation and Basic patch installation Storage Backup a Ability to monitor any Enterprise Storage and backup Solutionsb Skilled in Storage and backup Monitoringc Skilled in ticketing tools Database a Create or modify queries in order to suit business requirementsb Data modelling skills distinguish between OLTP and Data warehouse applicationsc Storage hardware storage management techniques software used for managing the storaged Tweak tables making them use less space as possible End User Computing a Confident in handling end user calls Ticketing toolsb AD managementc Antivirus Management Strong troubleshooting skills Knowledge Examples 1 ITIL Framework 2 Monitoring knowledge with various infrastructure tools 3 Fair understanding of customer infrastructure ability to co-relate failures4 Networking a Understanding of IP addressingb Moderate knowledge in Network show commands across routers switches Firewalls Load balancersc Should have basic knowledge in High CPU High Bandwidth usage reasonsd Basics in Port-Channels and ether channelse Basic understanding of ticketing tools such as Service-now OR Remedy5 Server a Familiarity with the basic OS administrative tools and how to locate them analyse event logs sys logs etc b File system FAT NTFS etc and partitioning knowledgec Basic understanding of system processes services and user process6 Storage Backup a Good Knowledge in Storage and Backup technologyb Strong Knowledge in Backup and Recovery Operationsc Good Knowledge Tape Libraries Backup Appliances Virtual tape Libraries7 Monitoring a Good understanding of Networking conceptsb Basic knowledge of infrastructure componentsc Knowledge in handling and monitoringd Familiar with Linux and Windows commands8 Database a Very fluent in Structured query languageb Knowledge of database background processesc Knowledge of 3-Tier client server architectures and Web services9 End User Computing a Knowledge on Office 365b Basic Network knowledge10 Quality Analysis a Exposure to technology processes as per audit requirements b Working knowledge of MS Excel Word PPT Outlook etc s Additional Comments Roles and Responsibilities o Leverage Customer designated Service Management tool for incident logging and service request o Engineer to take ownership of all Incidents and Service Requests from End User contact Phone Email Chat Web-based to the Service Desk to closure This includes following up with other teams team members in other queues to ensure best end user experience o Provide Incident and Service Request resolution for Supported Services and Software as defined in the Customer Knowledge Base o If no Knowledge Base article exists then the engineer will determine if a knowledge base article needs to be created and follow appropriate procedures to do so o Associate will provide best effort support for unsupported services software and hardware Best effort support means trying to solve requests using online resources second-level support and supervisor expertise o Flag Incidents when Knowledge Base articles are needed and update Knowledge Base on regular basis o Escalate unresolved Incidents and Service Requests based on the defined escalation processes maintained and stored in Knowledge Base system o Identify and report opportunities for the Service Desk to ServiceDesk Lead to tackle more difficult incidents requests o Adhere to the SOPs SLAs and KPIs provided by Customer o Engineer will communicate all trending issues to Customer during weekly meeting o Identify VIP members engineer will take extra care in following documented processes and procedures which includes but not limited to non-direct contact and the expedited escalation of ticket to proper support queue Skills Service Management It Service Management Incident Management Incident Reporting About Company 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