Role Proficiency :
Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and / or provide mentorship (Hierarchical or Lateral) to junior associates
Measures of Outcomes :
Outputs Expected : Resolution :
Understand Priority and Severity based on ITIL practice resolve trouble ticket within agreed resolution SLA
Execute change control tickets as documented in implementation plan
Troubleshooting based on available information from previous tickets or consulting with seniors Participate in online knowledge forums reference.
Covert the new steps to KB article
Perform logical / analytical troubleshooting
Escalation / Elevation :
Escalate within organization / customer peer in case of resolution delay.
Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA.
Elevate to next level work on elevated tickets from L1
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 tickets for infrastructure
Install and configure tools software and patches
Runbook / KB :
Update KB with new findings
Document and record troubleshooting steps as knowledge base
Collaborate with different towers of delivery for ticket resolution (within SLA resolve L1 tickets with help from respective tower.
Collaborate with other team members for timely resolution of tickets.
Actively participate in team / organization-wide initiatives.
Co-ordinate with UST ISMS teams for resolving connectivity related issues.
Stakeholder Management :
Lead the customer calls and vendor calls.
Organize meeting with different stake holders.
Take ownership for function's internal communications and related change management.
Define the strategy on data management policy management and data retention management.
Support definition of the IT strategy for the function’s relevant scope and be accountable for ensuring the strategy is tracked benchmarked and updated for the area owned.
Process Adherence :
Thorough understanding of organization and customer defined process.
Suggest process improvements and CSI ideas.
Adhere to organization’ s policies and business conduct.
Process / efficiency Improvement :
Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions.
Take accountability for overall productivity efforts within the function including coordination of function specific tasks and close collaboration with Finance.
Process Implementation :
Coordinate and monitor IT process implementation within the function
Support information governance activities and audit preparations within the function.
Act as a function SPOC for IT audits in local sites (incl. preparation interface to local organization mitigation of findings etc.
and work closely with ISRM (Information Security Risk Management). Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in function Job Description.
Coordination Support for CSI across all services in CIS and beyond.
On time completion of all mandatory training requirements of organization and customer.
Provide On floor training and one to one mentorship for new joiners.
Complete certification of respective career paths.
Performance Management :
Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager.
Set goals for team members and mentees and provide feedback
Assist new team members to understand the customer environment
Skill Examples : Knowledge Examples :
Knowledge Examples :
1) Good understanding of customer infrastructure and related CIs.
Additional Comments :