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JOB DESCRIPTION

Role Proficiency:

Support customer applications by monitoring the systems/applications and infrastructure under minimal guidance

Outcomes:

1. Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues

2. Monitor and troubleshoot all issues pertaining to systems/applications/infrastructure tools in production.

3. Identify diagnose and resolve L-1 issues for end users over the phone chats and/or via email/ticketing tool

4. Ensure that requests for support are properly logged and resolved as per the Service Level Agreements according to agreed standards and procedures

5. Adhere to project Salad shift timings; communicate effectively over e-mails and conversations

6. Identify and report opportunities to improve efficiency and quality (e.g. Repeatable processes that can be automated)

7. Learn business domain and system domain; individually and as recommended by the project/account

8. Attain technical knowledge for troubleshooting/resolving any reported production issues

9. Set FAST goals and seek feedback to FAST goals

Measures of Outcomes:

1. Adherence to engineering process and standards

2. Adherence to schedule / timelines

3. Adhere to SLAs where applicable

4. # of issues fixed

5. # of non-compliance issues with respect to SOP

6. Completion of all mandatory training requirements

Outputs Expected:

Issue Resolution:

1. Identify analyse and resolve the incidents/tickets

Training:

1. Attend one-on one need-based domain/project/technical trainings as needed

Escalation:

1. Escalate problems to appropriate individuals/support team based on established guidelines and procedures.

2. Where applicable monitor progress of requests for support and ensure users and other interested parties are kept informed.

Document:

1. Create documentation for one's own work

Status Reporting:

1. Report status of tasks assigned

2. Comply with project related reporting standards/process

Manage knowledge:

1. Absorb project related documents share point libraries and client universities

Release:

1. Adhere to release management process

Skill Examples:

1. Identify and triage issues reported by customer

2. Log Monitor and report issues as defined by SLAs

3. Problem solving approach

4. Team Player

5. Good written and verbal communication abilities

6. Proactively ask for help and offer help