.Role Proficiency:Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide technical leadership (lateral or hierarchical) for the team to resolve customer issuesOutcomes:1) Update SOP with updated troubleshooting instructions and process changes2) Mentor new team members in understanding customer infrastructure and processes3) Perform alert analysis for driving incident reduction4) Escalate high priority incidents to customer and organization stakeholders for quicker resolution5) Contribute to planning and successful migration of platforms6) Perform root cause analysis to find out corrective and preventive actions after every major incidents and escalations7) Work on problem tickets for finding permanent solutions of repeated issues8) Create roll out and roll back plan for change implementation and ensure adherence for preventing unauthorized changesMeasures 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 internal/external Audits5) Number of KB articles created6) Number of incidents and change ticket handled 7) Number of elevated tickets resolved8) Number of successful change tickets9) % Completion of all mandatory training requirementsOutputs Expected:Resolution:- Understand Priority and Severity based on ITIL practiceresolve trouble ticket within agreed resolution SLATroubleshooting:- 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 troubleshooting. Work on problem tickets to identify permanent solutionsEscalation/Elevation:- Escalate within organization/customer peer in case of resolution delay. Understand OLA between delivery layers (L1L2L3 etc)adhere to OLA. Elevate to next levelwork on elevated tickets from L1Tickets Backlog/Resolution:- Follow up on tickets based on agreed timelinesmanage ticket backlogs/last activity as per defined process. Resolve incidents and SRs within agreed timelines. Execute change tickets for infrastructure.Installation:- Install and configure toolssoftware 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 withhelp 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