Associate Iii

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

Outcomes:
Measures of Outcomes:
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:
UST is a leading provider of platforms, digital innovation, artificial Intelligence and end-to-end IT & Business services and solutions for Global 1000 companies. We are transforming corporations through deep domain expertise, knowledge-based ML platforms, as well as profound anthropological efforts to understand the end customer and design products and interactions that create delight. We are deeply committed to developing a comprehensive understanding of our clients’ problems and to develop platforms to address them. UST is looking for a highly energetic and collaborative Infrastructure Analyst over 6-8 years of Infrastructure experience in Networking (Router, Switches, Firewalls)Job responsibilities include
- Gather the knowledge of the current platforms and new platforms
- Organize the documents and information to build a Knowledge Base for future support and FAQ- Collaborate and interact with various technical and non technical stakeholders inhouse and external to gather the information needed to platform migration and adoptions. Set up and configuration of new customer environments following customer standards and processes
- Developing a sound understanding of business and IT processes. Create and maintain internal support documentation for customer solutions and assist in maintaining and improving IT related processes and procedures
- Participate in daily project and triage meetings to provide support to the project team as required. Keeps track of lessons learned and shares those lessons with team members. Mitigates team conflict and communication problems provides information that ensures interest and understanding
- Will be the first level of support any issues or questions related to customer migrations. Working knowledge and experience with the following
- 3 years of experience in Information Technology
- 1 years minimum experience in Technical Support role Business Analysis business systems analysis experience business systems design experience or a combination of both