Associate Iii

Role Proficiency:
Outcomes:

- Identify the problem patterns and suggest better resolution techniques
- Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
- Assist Lead 1 - Production Support on troubleshooting and Issue resolution; begin demonstrating Lead 1 capabilities in making critical decisions
- Mentor Trainee Associate and Associate I II- Production Support to become more effective in their roles
- Act as the technical SME for troubleshooting/resolving any reported production incident/ticket/issue
- Learn business domain technology and system domain individually and as recommended by the project/account

Measures of Outcomes:

- Adherence to engineering process and standards
- Adherence to schedule / timelines
- Adhere to SLAs where applicable
- # of issues resolved
- # of non-compliance issues with respect to SOP
- Reduction of reoccurrence of known defects
- Quick turnaround of production bugs
- Defined productivity standards for the team
- # of new runbooks created
- # of production jobs automated
- # of new monitoring dashboards introduced
- Completion of applicable technical/domain certifications
- Completion of all mandatory training requirements

Outputs Expected:
Issue Resolution:

- Analyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)

Training:

- Attends one on one need-based domain/project/technical trainings as needed
- Provides need-based training to juniors on the team

Escalation:

- Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
- Where applicable
monitor progress of requests for support and ensure users and other interested parties are kept informed.

Document:

- Create documentation for one's own work

Automation:

- Identify opportunities for automation/process improvements that help in optimising cost and improving quality

Mentoring:

- Mentor juniors on the team
- Set FAST goals and provide feedback of FAST goals to mentees

Status Reporting:

- Report 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

Release:

- Adhere to release management process

Skill Examples:

- Identify triage and resolve issues reported by customer
- Log Monitor and report issues as defined by SLAs
- Develop runbooks SOPs and dashboards
- Problem solving approach
- Manage and guarantee high levels of quality
- 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)
- DBMS
- Programming Languages
- Software life cycle methodology E.g. Agile methods
- Knowledge base of customer domain and about sub domain where problem is solved
- Proactively ensure the highest levels of systems availability
- Agile methods

Additional Comments:
The incumbent in this position as the company’s Information Technology Specialist will be responsible for basic M365 & complete O365 administration and Mailbox Migration ; providing End-user support and training for hardware and software and collaborating with the IT Manager to ensure operational security, Maintenance and Governance. Key Duties and Responsibilities - Administration, support and perform mailbox Migration On-prem to O365 - Support and sustainment of additional complementary functionality of tool Mimecast - Administer and support an enterprise-level Microsoft Exchange infrastructure - Troubleshoot Exchange related issues when alerted by monitoring software - Provide 2nd and 3rd level support - Liaise with vendors and other IT personnel for problem resolution. - Experience with Power Shell and or other scripting and automation tools - Experience administering AvePoint, EAC both On-prem and Online, Azure Active Directory and Mimecast - Strong Understanding on DMARC, DKIM, SPF, SPAM, Security Concepts - Understand Priority and Severity based on ITIL practice resolve trouble ticket within agreed resolution SLA - Ticketing tool SNOW experience is an added value - Training and educating end-users on O365 capabilities and collaboration tools (OneDrive, Teams, Outlook etc) - Excellent interpersonal and verbal skills to communicate with Subject Matter Experts and Technology Architects - Excellent written skills to translate the thought process of Architects to well written documentation or deck - 3+ years of proven experience in writing technical / proposal / process / business documentation - Understand and explain complex technical concepts - Understanding project management and should be able to write content relevant to the standard Project Management practices - Excellent proof-reading skill, Eye for detail and review skills etc. - Willing to work in US shift timings