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Role Proficiency: Follow the runbook/SOP to monitor track and co-ordinate to closure incidents/service requests
Outcomes: 1) Provide day to day monitoring support for respective work streams (NOC SOC)2) Work on incidents and SRs pertaining to respective work streams3) Track co-ordinate and close incidents and service requires according agreed service levels
Measures of Outcomes: 1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets - OLA Adherence4) Manage ticket backlog timelines - SLA adherence in managing ticket backlogs5) Adhere to defined process - # of Non-compliance events from internal/external audits6) % Completion of all mandatory customer and organization training requirements
Outputs Expected: Monitoring: * Understand Priority and Severity based on ITIL practice; understand agreed SLA with customer and adhere to SLAs
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