Job Description

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 \xe2\x80\x93 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 environment.

Process Adherence:

• Thorough understanding of organization and customer defined process.
  

• Consult with mentor when in doubt.
  

• Adherence to defined processes.
  

• Adhere to organization\xe2\x80\x99 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.

Performance Management:

• Update FAST Goals in NorthStar
  track
  report and seek continues feedback from peers and manager.
  

Skill Examples:

• Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers.

• Analytical ability to understand a larger picture of customer issues.

• Ability to follow SOP documents and escalate the alerts with in the SLA defined.

• Networking: a. Basic Network commands for troubleshooting Desktop/Laptop connectivity issues

• Server:a. Strong skills in most operating system commands/utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb. Support tasks like OS installation and basic user level commands and local user/group managementc. Software installation and Basic patch installation

• Storage & Backup:a. Ability to monitor any Enterprise Storage and backup Solutionsb. Skilled in Storage and backup Alert Monitoringc. Skilled in ticketing tools

• Database:a. Create or modify queries in order to suit business requirementsb. Data modelling skills; distinguish between OLTP and Data warehouse applicationsc. Storage hardware storage management techniques software used for managing the storaged. Tweak tables making them use less space as possible

• End User Computing:a. Confident in handling end user calls/Ticketing toolsb. AD managementc. Antivirus Management

Strong troubleshooting skills

Knowledge Examples: 1) ITIL Framework 2) Monitoring knowledge with various infrastructure tools 3) Fair understanding of customer infrastructure ability to co-relate failures4) Networking:a. Understanding of IP addressingb. Moderate knowledge in Network show commands across routers switches Firewalls Load balancersc. Should have basic knowledge in High CPU High Bandwidth usage reasonsd. Basics in Port-Channels and ether channelse. Basic understanding of ticketing tools such as Service-now OR Remedy5) Server:a. Familiarity with the basic OS administrative tools and how to locate them analyse event logs/sys logs etc.b. File system (FAT NTFS etc) and partitioning knowledgec. Basic understanding of system processes/services and user process6) Storage & Backup:a. Good Knowledge in Storage and Backup technologyb. Strong Knowledge in Backup and Recovery Operationsc. Good Knowledge Tape Libraries Backup Appliances Virtual tape Libraries7) Monitoring:a. Good understanding of Networking conceptsb. Basic knowledge of infrastructure componentsc. Knowledge in alert handling and monitoringd. Familiar with Linux and Windows commands8) Database:a. Very fluent in Structured query languageb. Knowledge of database background processesc. Knowledge of 3-Tier client server architectures and Web services9) End User Computing:a. Knowledge on Office 365b. Basic Network knowledge10) Quality Analysis:a. Exposure to technology/processes as per audit requirements b. Working knowledge of MS Excel Word PPT Outlook etc.s

Additional Comments: L2 \xe2\x80\x93 Customer Experience Application Support \xe2\x80\xa2 Good command over English and equally good with Japanese Language. Document all incidents and requests worked on in a timely and efficient manner, in ITSM Ticket system (ServiceNow). \xe2\x80\xa2 If no Knowledge Base article exists, then the Vendor will determine if a knowledge base article needs to be created and follow appropriate procedures to do so. \xe2\x80\xa2 Flag Incidents when Knowledge Base articles are needed and update Knowledge Base on regular basis. \xe2\x80\xa2 Identify opportunities for the Service Desk to tackle more difficult incidents/requests \xe2\x80\xa2 Show tact, discretion, confidentiality and good judgment in handling sensitive and confidential matters and documentation Customer first mentality (strong written and verbal communication skills) \xe2\x80\xa2 Firm understanding of Problem management related to identifying incidents trends \xe2\x80\xa2 Well versed in ITIL best practices related to user/role-based management \xe2\x80\xa2 Pursue and follow up regularly with 3rd party vendors to ensure timely and efficient responses including escalating with internal customer management as needed. \xe2\x80\xa2 Maintain existing technical procedures, documentation, and operational instructions in customer knowledge base (ServiceNow) as assigned and creating new documentation where none exists. \xe2\x80\xa2 Meticulous attention to detail and accuracy \xe2\x80\xa2 Execute responsibilities with a sense of urgency and follow-through \xe2\x80\xa2 Coordinate with appropriate vendors for IT related services. \xe2\x80\xa2 Communicate professionally and effectively with customers in both written and verbal forms; agent must use complete sentences. \xe2\x80\xa2 Perform other duties as assigned by IT management \xe2\x80\xa2 Participate and collaborate regularly within Microsoft Team support channel(s) \xe2\x80\xa2 Daily updates to task tracking tools; ex: Jira, ServiceNow, Teams. \xe2\x80\xa2 Response to email communication in timely and efficient manner. \xe2\x80\xa2 Provide triage of IT support related issues and determine urgency and impact of related issues, including follow critical incident process. \xe2\x80\xa2 Prioritize verbal communication over text based. All verbal communications must be documented in respective systems timely. \xe2\x80\xa2 Training colleagues of IT procedures, new systems/products \xe2\x80\xa2 Allow Customer SME to participate in UST team meetings & coaching sessions to increase collaboration and communication \xe2\x80\xa2 Vendor will communicate all trending issues to customerm during weekly meeting \xe2\x80\xa2 Provide upon request monthly metrics and insights into ratings & proficiency training documentation of L2 engineers and receive feedback about these metrics & documents from customer \xe2\x80\xa2 Underperforming agent resolution \xef\xbf\xbd\xef\xbf\xbd Define process for improving agent performance & dismissal after repeated documented action plan failure \xe2\x80\xa2 Mentor and assist IT team members as requested/needed. \xe2\x80\xa2 As part of continuous improvement, invest in cross / upskilling existing team to improve operational efficiency \xe2\x80\xa2 Defining the incident with appropriate configuration item / categories and qualify on a technical and procedure level. \xe2\x80\xa2 Provide incident analysis and bring valuable insights to reduce the volume month on month