Role Proficiency :
Follow / update runbook / SOP to monitor track and co-ordinate to closure / service requests
Outcomes :
Measures of Outcomes :
Outputs Expected : Monitoring :
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’ 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
1) ITIL Framework
Additional Comments :
None
