Role Proficiency:

Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests
 

Outcomes:

Measures of Outcomes:

Outputs Expected:

Monitoring:

1. Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.
    
2. Adhere to ITIL best practices

Runbook Reference:

1. Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes.
    
2. Use KB/SOP to resolve tickets update KB/SOP with new findings

Tickets Backlog:

1. Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process

Collaboration:

1. Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference.
    
2. Actively participate in team/organization-wide initiatives.
    
3. Collaborate with other team members for timely resolution of tickets.
    
4. Assist new team members to understand the customer environment.

Process Adherence:

1. Thorough understanding of organization and customer defined process.
    
2. Consult with mentor when in doubt.
    
3. Adherence to defined processes.
    
4. Adhere to organization’ s policies and business conduct.

Training:

1. On time completion of all mandatory training requirements of organization and customer.
    
2. Provide on floor training and one-on-one mentorship for new joiners.

Performance Management:

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

Skill Examples:

1.      Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers.
2.      Analytical ability to understand a larger picture of customer issues.
3.      Ability to follow SOP documents and escalate the alerts with in the SLA defined.
4.      Networking  Basic Network commands for troubleshooting Desktop/Laptop connectivity issues
5.      Server  Strong skills in most operating system commands/utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledge   Support tasks like OS installation and basic user level commands and local user/group management Software installation and Basic patch installation
6.      Storage & Backup Ability to monitor any Enterprise Storage and backup Solutions  Skilled in Storage and backup Alert Monitoring Skilled in ticketing tools
7.      Database Create or modify queries in order to suit business requirements   Data modelling skills; distinguish between OLTP and Data warehouse applications   Storage hardware storage management techniques software used for managing the storage  Tweak tables making them use less space as possible
8.      End User Computing Confident in handling end user calls/Ticketing tools  AD management Antivirus Management
9. Strong troubleshooting skills