Address
Form of workRole Proficiency:
Support customer systems/applications/infrastructure by monitoring triaging and resolving the system issues under very minimal guidanceOutcomes:
- Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues
- Monitor triage and resolve all issues pertaining to systems/applications/infrastructure tools in production
- Identify diagnose and resolve L-2 issues for end users over the phone chats and/or via email
- Resolve production issues with proper approach and follow standards and security guidelines with very minimal support
- Effectively interact with other stakeholders through all channels; articulating their inputs
- Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
- Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles
- Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures
- Learn business domain and system domain; individually and as recommended by the project/account
- Attain technical knowledge for troubleshooting/resolving any reported production issues
Measures of Outcomes:
- Adherence to engineering process and standards
- Adherence to schedule / timelines
- Adhere to SLAs where applicable
- # of issues fixed
- # of non-compliance issues with respect to SOP
- Reduction of reoccurrence of known defects
- Quick turnaround of production bugs
- Completion of applicable technical/domain certifications
Outputs Expected:
Issue Resolution:- Identify
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 trainings 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 ensures users and other interested parties are kept informed.
Document:
- Create documentation for one's own work
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
- Problem solving approach
- Team Player Good written and verbal communication abilities
Knowledge Examples:
- Appropriate software programs/modules/ tools
- Operating Systems and software platforms
- Integrated development environment (IDE)
- Software life cycle methodology E.g. Agile methods
- Knowledge base of customer domain and sub domain where problem is solved
Additional Comments:Spanish + English is mandatory Familiar with ITIL framework. Work experience in Service now ticketing tool or similar ticket management tool Splunk Monitoring tool, Client interaction
