Job Description

: Role Proficiency: Resolve complex trouble tickets spanning across different technologies and fine tune infrastructure for optimum performance and/or provide technical and people leadership (Hierarchical or Lateral) Outcomes: * 1) Mentor new team members in understanding customer infrastructure and processes2) Perform ticket data analysis for incident reduction3) Perform capacity planning based on increased demand 4) Perform root cause analysis to find out corrective and preventive actions after every major incidents and escalations5) Work on problem tickets for finding permanent solutions of repeated issues6) Review and approve roll out and roll back plan for change implementation and ensure adherence for preventing unauthorized changes7) Identify opportunities for continued service improvement and delivery excellence which contributes to cost and optimization benefits to customer Measures of Outcomes: * 1) SLA Adherence2) Time bound resolution of elevated tickets - OLA3) Manage ticket backlog timelines - OLA4) Adhere to defined process ? Number of NCs in internal/external Audits5) Number of KB articles created6) Number of incidents and change ticket handled 7) Number of elevated tickets resolved8) Number of successful change tickets9) % Completion of all mandatory training requirements Outputs Expected: Resolution: * Understand Priority and Severity based on ITIL practice resolve trouble ticket within agreed resolution SLA Troubleshooting: * Troubleshooting based on available information from previous tickets or consulting with seniors. Participate in online knowledge forums reference.

• Convert the new steps to KB article
• Perform logical/analytical troubleshooting.
• Work on problem tickets to identify permanent solutions.
• Work on and resolve complex tickets spanning across multiple technology towers

Escalation/Elevation: * Escalate within organization/customer peer in case of resolution delay.

• Understand OLA between delivery layers (L1

L2
L3 etc)
adhere to OLA. * Elevate to next level work on elevated tickets from L1 Tickets Backlog/Resolution: * Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process. * Resolve incidents and SRs within agreed timelines. Execute change tickets for infrastructure Installation: * Install and configure tools software and patches Runbook/KB: * Update KB with new findings

• Document and record troubleshooting steps as knowledge base

Collaboration: * Collaborate with different towers of delivery for ticket resolution (within SLA resolve L1 tickets with help from respective tower. * Collaborate with other team members for timely resolution of tickets.

• Actively participate in team/organization-wide initiatives.
• Co-ordinate with UST ISMS teams for resolving connectivity related issues

Stakeholder Management: * Lead the customer and vendor calls.

• Organize meeting with different stake holders.
• Take ownership for function