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
- Explain and communicate priority incidents to customer/stakeholders

Runbook Reference:
- Follow runbook for troubleshooting; notify lead in case of runbook update




- Report a mismatch in existing runbook to runbook owner

Elevation/Routing of tickets:
- 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:
- 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 learning's for self-reference
- Collaborate with other team members for timely resolution of tickets
- Actively participate in team/organization-wide initiatives

Process Adherence:
- Understand organization and customer defined process.
- Consult with mentor when in doubt. Adhere to defined processes.
- Adhere to ITIL best practices.

Training:
- On time completion of all mandatory training requirements of organizati

📌 Associate I (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram