Job Description

SLA Adherence
2) Time bound resolution of elevated tickets - OLA
3) Manage ticket backlog timelines - OLA
4) Adhere to defined process – Number of NCs in internal/external Audits
5) Number of KB articles created
6) Number of incidents and change ticket handled
7) Number of elevated tickets resolved
8) Number of successful change tickets
9) % Completion of all mandatory training requirementsPerformance Areas:
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