Role Proficiency:
Support customer systems/applications/infrastructure by monitoring triaging and resolving the system issues under very minimal guidance
Outcomes:
Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues Monitor triage and resolve all issues pertaining to systems/applications/infrastructure tools in production Identify diagnose and resolve L-2 issues for end users over the phone chats and/or via email Resolve production issues with proper approach and follow standards and security guidelines with very minimal support Effectively interact with other stakeholders through all channels; articulating their inputs Optimise efficiency cost and quality by identifying opportunities for automation/process improvements Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures Learn business domain and system domain; individually and as recommended by the project/account Attain technical knowledge for troubleshooting/resolving any reported production issues Set FAST goals and seek feedback for FAST goalsMeasures of Outcomes:
Adherence to engineering process and standards Adherence to schedule / timelines Adhere to SLAs where applicable # of issues fixed # of non-compliance issues with respect to SOP Reduction of reoccurrence of known defects Quick turnaround of production bugs Completion of applicable technical/domain certifications Completion of all mandatory training requirementsOutputs Expected:
Issue Resolution:
Identifyanalyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)
Training:
Escalation:
monitor progress of requests for support and ensures users and other interested parties are kept informed.
Document:
Mentoring:
Status Reporting:
Manage knowledge:
share point
libraries
client universities
Release:
Skill Examples:
Identify triage and resolve issues reported by customer Log monitor and report issues as defined by SLAs Problem solving approach Team Player Good written and verbal communication abilities Proactively ask for help and offer helpKnowledge Examples:
Appropriate software programs/modules/ tools Operating Systems and software platforms Integrated development environment (IDE) Software life cycle methodology E.g. Agile methods Knowledge base of customer domain and sub domain where problem is solved Proactively ensure the highest levels of systems availabilityAdditional Comments:
Job Skill Execution Team Members: Pre-information A global rollout of a migration activity from on premises SharePoint Sites to SharePoint online is planned. You are going to plan migrations, interact with the internal customers and monitor the healthiness of the tool and progress. Responsibilities: ∙Providing Level 1/Level 2 support in regards of failed Migrations ∙Monitoring overall progress on execution handling ∙Interacting with Customers globally about Migrations ∙Planning/postponement of Migrations ∙Collaborating with product team as well as Migration tool developers Exp: ∙1-2 years in PowerShell scripting Skills: ∙Good verbal communication ∙Good analytical skills ∙Self-organized ∙Very good English skills written and spoken ∙Troubleshooting and Problem solving ∙SharePoint 2019 and SharePoint Online (M365) Knowledge ∙Hands on experience with PowerShell scripting ∙Hands on in CSOM coding for SharePoint Good to Have (optional): ∙ILM Knowledge ∙Microsoft Azure ∙SQL Database Knowledge