Role Proficiency :
Resolve L1 Incident and service requests within agreed SLA
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.
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.
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.
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 :
Knowledge Examples :
1) Fair understanding of customer infrastructure ability to co-relate failures
Additional Comments :