Job Description

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: . Working on L1 & L2 tickets of CRM dynamics and customer contact while working on tickets . Working on critical tickets and out of scope issues where in code level issues to a certain extent. . Taking stock of Bin/queue status and ensuring SLA\'s are met for the defined project where tickets are generated. Responsible for daily ticket management and ensuring cases are assigned without any impact on SLA. . Ensuring defined targets are met for Response time, Resolution time along with solution delivery on timely basis. . Show increasing trend in Ticket resolution, First Contact Resolution (FCR) month over month. . Executing CRM health check activity on daily basis ensuring the system is working fine. . Timely communication is shared with the customer /business for all priority type issues. . Proactive updates to be shared with team members / manager about the ticket and issue status on daily basis. . Coordinate with development and testing team for product updated and solution analysis of tickets. . Guide the L1 team members in technical resolution. Skill requirement & Eligibility . Should have good knowledge is dynamics in MSD CRM . Hands on working in MSD CRM is mandatory. . Good communication skill and confident in executing the aligned responsibilities. . Capable of thinking out of the box solutions and executing the same. . Customer rapport building and ensuring the trust in the customer. . Solution maker for the team with technical skills and product knowledge. . Average typing skills which will ensure right and quick email communication is shared with the customers.

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