Associate I

2 months ago

Sepang, Malaysia UST Full time

Role Proficiency:
Outcomes:

- Ensure that requests for support are properly logged and resolved as per the Service Level Agreements according to agreed standards and procedures
- Identify and report opportunities to improve efficiency and quality (e.g. Repeatable processes that can be automated)
- 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 to FAST goals

Measures 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

Completion of all mandatory training requirements

Outputs Expected:
Issue Resolution:

- Identify
analyse and resolve the incidents/tickets

Training:

- Attend one-on one need-based domain/project/technical trainings as needed

Escalation:

- Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
- Where applicable
monitor progress of requests for support and ensure users and other interested parties are kept informed.

Document:

- Create documentation for one's own work

Status Reporting:

- Report status of tasks assigned
- Comply with project related reporting standards/process

Manage knowledge:

- Absorb project related documents
share point
libraries and client universities

Release:
Adhere to release management process

Skill Examples:

- Identify and triage 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 help

Knowledge 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:

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