Associate Ii
1 week ago
2 - 3 Years
- 1 Opening
- Chennai, Kochi, Trivandrum
**Role description**:
Role Proficiency:
Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests
Outcomes:
Measures of Outcomes:
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:
- 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
- End User Computing:a. Confident in handling end user calls/Ticketing toolsb. AD managementc. Antivirus Management
- Strong troubleshooting skills
Knowledge Examples:
1) ITIL Framework
Additional Comments:
**Skills**:
Sql,Azure Cloud,C++,Sql Server
**About UST**:
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.
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