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:Strong in SQL concepts Good understanding on SQL Server Good in SQL stored procedures debugging Good in performance tunning Adaptable to the changes Willing to learn new applications Ready to work on shifts
