Role Proficiency Follow update runbook SOP to monitor track and co-ordinate to closure service requests Outcomes 1 Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2 Update SOP with updated troubleshooting instructions and process changes 3 Mentor new team members in understanding customer infrastructure and processes Measures of Outcomes 1 SLA Adherence2 Compliance towards runbook based troubleshooting process3 Time bound elevations and routing of tickets - OLA Adherence4 Schedule Adherence in managing ticket backlogs5 of NCs in internal external audits6 Number of KB changes suggested7 Production readiness of new joiners within agreed timeline by one-on-one mentorship8 Completion of all mandatory training requirements Outputs Expected Monitoring Understand Priority and Severity based on ITIL practice Understand agreed SLA with customer and adhere Adhere to ITIL best practices Runbook Reference Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes Use KB SOP to resolve tickets update KB SOP with new findings Tickets Backlog Follow up on tickets based on agreed timelines manage ticket backlogs last activity as per defined process Collaboration Collaborate with different towers of delivery for ticket resolution within SLA document learnings for self-reference Actively participate in team organization-wide initiatives Collaborate with other team members for timely resolution of tickets Assist new team members to understand the customer setting 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 Perfo

📌 Associate Ii (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram