Job Description

Role Proficiency: Support customer systems/applications/infrastructure by monitoring triaging and resolving the system issues under very minimal guidance

Outcomes:

• 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

• Set FAST goals and seek feedback for FAST goals
  

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

• Completion of all mandatory training requirements
  

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

• Proactively ask for help and offer help
  

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
  • Proactively ensure the highest levels of systems availability
    
  
  Additional Comments: Job description – L1/L2 Responsibilities • Act as customer point of contact (L1). • Log, update and track customer escalations and service requests. • Triage the tickets and escalate as appropriate. • Coordinate SLA calculations and own SLA reporting • Make sure the support tickets are up to date and own till closure. • Collaborate with higher levels (L3/L4) to resolve application issues. • Ensure completeness of tickets raised by the customers and do basic investigations • Initiate incident meetings during critical issues and ensure regular updates to relevant stakeholders. • Work in different time zones being in 24/7 support model. • Handle service requests and incidents with SOPs in place. • Maintain the run book and SOPs Skills • Excellent verbal and writing communication, interpersonal and analytical skills. • Basic Linux knowledge • Basic Java concepts • Basic SQL knowledge • Exposure with ticketing tools like JIRA • Great team player with the ability to work with minimal supervision. • Should be customer focused and empathetic. • Quick learner and have business awareness. • Should have good collaboration skills. Experience: 1-4 years of IT experience as Service Desk / Helpdesk