.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 associatesOutcomes:Measures of Outcomes:Outputs Expected:Resolution:- Understand Priority and Severity based on ITIL practice resolve trouble ticket within agreed resolution SLA- Execute change control tickets as documented in implementation planTroubleshooting:- Troubleshooting based on available information from previous tickets or consulting with seniors Participate in online knowledge forums reference.- Covert the new steps to KB article- Perform logical/analytical troubleshootingEscalation/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 L1Tickets Backlog/Resolution:- Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process.- Resolve incidents and SRs within agreed timelines.- Execute change tickets for infrastructureInstallation:- Install and configure tools software and patchesRunbook/KB:- Update KB with new findings- Document and record troubleshooting steps as knowledge baseCollaboration:- Collaborate with different towers of delivery for ticket resolution (within SLA resolve L1 tickets with help from respective tower.- Collaborate with other team members for timely resolution of tickets.- Actively participate in team/organization-wide initiatives.- Co-ordinate with UST ISMS teams for resolving connectivity related issues.Stakeholder Management:- Lead the customer calls and vendor calls.- Organize meeting with different stake holders.- Take ownership for function's internal communications and related change management.Strategic:- Define the strategy on data management policy management and data retention management.- Support definition of the IT strategy for the function's relevant scope and be accountable for ensuring the strategy is tracked benchmarked and updated for the area owned.Process Adherence:- Thorough understanding of organization and customer defined process.- Suggest process improvements and CSI ideas.- Adhere to organization' s policies and business conduct.Process/efficiency Improvement:- Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions.- Take accountability for overall productivity efforts within the function including coordination of function specific tasks and close collaboration with Finance.Process Implementation:- Coordinate and monitor IT process implementation within the functionCompliance:- Support information governance activities and audit preparations within the function.- Act as a function SPOC for IT audits in local sites (incl. preparation interface to local organization mitigation of findings etc