Associate III

3 - 5 Years

1 Opening

Trivandrum

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 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 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 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:

• 1) Good communication skills (Written verbal and email etiquette) to interact with different teams and customers2) Networking:a. Good in Monitoring tools and Device back up schedulingb. Basic DHCP and DNS configuration in routers and switchesc. Basic troubleshooting skills in 'show ip route' 'sh mac address-table' etcd. Static and dynamic IP routing protocols basics3) Server:a. Basic to intermediate powershell / BASH/Python scripting skillsb. Manual patch of QA serverc. Analyse space s from a server and engage Capacity Mgmt. team for disc expansion4) Storage and Back upa. Ability to handle Storage and Backup issues independentlyb. Ability to handle Vendor management Device management Storage array managementc. Perform Hardware upgrades firmware upgrades Vulnerability remediationd. Ticket analysis Storage and backup Performance management various trouble shootings5) Database:a. Patching and upgrading the DB server and application toolsb. Tweak queries making them run as fast as possiblec. Logical and Physical Schema design (indexing constraints partitioning etc.)d. Ability to visualize debug the end-to-end flow of business transaction model and applicationse. DB migration export/import

Knowledge Examples:

1) Fair understanding of customer infrastructure ability to co-relate failures

• 2) Monitoring knowledge in infrastructure tools3) Networkinga. IP addressing and Subnetting knowledgeb. Preferably certified in Cisco's basic certification trackc. IOS upgradation knowledge and IOS patching knowledge4) Servera. Intermediate level knowledge in active directory DNS DHCP DFS IIS patch managementb. Strong knowledge in backup tools such as Veritas/Commvault/Windows backup storage concepts etcc. Strong Virtualization and basic cloud knowledged. AD group policy management group policy tools and troubleshooting GPO se. Basic AD object creation DNS concepts DHCP DFSf. Knowledge with tools like SCCM SCOM administration5) Storage and Backupa. In depth knowledge in Storage & Backup technology Storage allocation and reclamation Backup policy creation and managementb. Strong knowledge in server Network and virtualization technologies6) Toola. Knowledge in Infrastructure and application technologiesb. Understanding of monitoring concepts and processc. Understanding of key network monitoring protocols including SNMP NetFlow WMI syslog etcd. Knowledge in administration of tools like SCOM Solarwinds CA UIM Nagios ServiceNow etc7) Monitoringa. Good understanding of networking concepts and protocolsb. Knowledge in Server backup storage technologiesc. Desirable to have knowledge in SQL scriptingd. Knowledge in ITIL process8) Database:a. Knowledge of Database security9) Quality Analysisa. Exposure to FMEA audit practicesb. Exposure to technology/processes as per audit requirements.10) Working knowledge of MS Excel Word PPT Outlook etc.

Additional Comments:

Roles and Responsibilities:
• Leverage Customer designated Service Management tool for incident logging and service request.
• 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.
• Provide Incident and Service Request resolution for Supported Services and Software as defined in the Customer Knowledge Base.
• 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.
• 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.
• Flag Incidents when Knowledge Base articles are needed and update Knowledge Base on regular basis.
• Escalate unresolved Incidents and Service Requests based on the defined escalation processes, maintained, and stored in Knowledge Base system.
• Identify and report opportunities for the Service Desk to ServiceDesk Lead to tackle more difficult incidents/requests
• Adhere to the SOPs, SLAs and KPIs provided by Customer.
• Engineer will communicate all trending issues to Customer during weekly meeting
• 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

Service Management,It Service Management,Incident Management,Incident Reporting

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