Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide mentorship (Hierarchical or Lateral) to junior associates

Outcomes

• Update SOP with updated troubleshooting instructions and process changes
• Mentor new team members in understanding customer infrastructure and processes
• Perform analysis for driving incident reduction
• Escalate high priority incidents to customer and organization stakeholders for quicker resolution
• Contribute to planning and successful migration of platforms
• Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution
• Provide inputs for root cause analysis after major incidents to define preventive and corrective actions

Measures Of Outcomes

• SLA Adherence
• Time bound resolution of elevated tickets - OLA
• Manage ticket backlog...