Associate Iii - Bengaluru, India - UST

UST

Verified Company

Bengaluru, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Role Proficiency:
Resolve Level 1 Incidents and service requests within agreed Service Level Agreement (SLA)

Outcomes:

Monitor customer infrastructure using tools or defined Standard Operating Procedures (SOPs) to identify failures and mitigate them by raising tickets with defined priority and severity
Update SOP with troubleshooting instructions and process changes
Mentor new team members in understanding customer infrastructure and processes
Perform alert analysis to reduce incidents
Resolve Level 1 incidents and service requests

Measures of Outcomes:

SLA Adherence
Compliance towards runbook-based troubleshooting process
Timely elevations and routing of tickets - Operational Level Agreement (OLA) Adherence
Schedule Adherence in managing ticket backlogs
Number of non-compliances in internal/external audits
Number of Knowledge Base (KB) changes suggested
Production readiness of new joiners within agreed timeline by one-on-one mentorship
Completion percentage of all mandatory training requirements
Number of tickets reduced by alert analysis
Number of installation Service Requests (SR) handled for endpoints / change tasks completed for infrastructure
Number of Level 1 tickets closed

Outputs Expected:

Monitoring:

Understand Priority and Severity based on ITIL best practices. Comprehend agreed SLA with customer and adhere to it
Conduct repetitive alert analysis to identify high ticket generating Configuration Items (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 to respective teams/customers based on defined 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 future reference

Close/resolve Level 1 tickets with help from respective team
Actively participate in team/organization-wide initiatives

Installation:

Install software tools and patches

Stakeholder Management:

Lead the customer and vendor calls
Organize meetings with different stakeholders. Participate in Root Cause Analysis (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 continuous feedback from peers and manager

Set goals and provide feedback for mentees
Assist new team members in understanding the customer environment

Skill Examples:

Knowledge Examples:
1) Fair understanding of customer infrastructure with the ability to correlate failures

Additional Comments:

To qualify for the role, you must have:
- Bachelor's degree in Computer Science, IT, Mathematics, or a related field is preferred
- 5-7 years of relevant work experience
- Significant experience in either an internal or external support engineering role, or similar
- Proven experience in customer-facing roles
- Proven managed service experience with modern technology understanding including cloud services, virtual networks/systems
- Experience working virtually in a globally-dispersed team
- Sound experience working with environment configuration management, technical and process support for new infrastructure and environments
- Some project management, finance, and business experience in an engineering/support environment
Ideally, you'll also have:
- Experience working with ServiceNow or a similar tool
- Experience working in an Agile/Scrum environment is preferred
- Experience working in Dev Ops organizations is preferred
- Experience in a professional services industry is preferred
- Experience working in TFS and TFS Release Management is preferred
- Project management certification is preferred (PMI/CAPM or PMP, PRINCE2)
- Familiarity with ITIL v2 or v3 would be advantageous