Lead I

Role Description
Role Proficiency:
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
1) Update SOP with updated troubleshooting instructions and process changes2) Mentor new team members in understanding customer infrastructure and processes3) Perform analysis for driving incident reduction4) Escalate high priority incidents to customer and organization stakeholders for quicker resolution5) Contribute to planning and successful migration of platforms 6) Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution7) Provide inputs for root cause analysis after major incidents to define preventive and corrective actions
Measures Of Outcomes
1) SLA Adherence2) Time bound resolution of elevated tickets - OLA3) Manage ticket backlog timelines - OLA4) Adhere to defined process – Number of NCs in in...