Lead I

Role Proficiency:
Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines

Outcomes:

- Lead and prioritise the Application Support team’s work load
- Co-ordinate and promote effective functioning of problem management activities across all support teams
- Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner
- Create and maintain knowledge base of known support issues and resolutions
- Provide input for implementation backup and roll-back plans
- Create daily and weekly status reports; publish to stake holders
- Should be able to handle critical customer escalations
- Lead technical teams in working towards resolving major incidents
- Understands departmental and company policies procedures and business practices

Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles

Measures of Outcomes:

- Adherence to engineering process and standards
- Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame
- Timely publication of reports and metrics to stakeholders
- Handling of critical escalations
- Adhere to SLAs where applicable
- # of tickets or incidents fixed
- # of non-compliance issues
- Productivity standard of the project
- # of reusable components or documents created
- Participation in Knowledge Transfer to ensure better grasp of product

Completion of all mandatory training requirements

Outputs Expected:
RCA:

- Ensure Root Cause Analysis is performed for all issues as defined by the project

Issue Resolution:

- Provide technical solution for resolving high priority and severity incidents

Maintenance:
in general maintenance of the entire system

Best Practices:

- Create Incident Management best practices and ensure team adherence

Innovative Value-adds:

- Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations:
Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.

Skill Examples:

- Extensive knowledge/Experience in managing and triaging Production Support incidents and issues
- Experience working with distributed teams in different time-zones
- Strong commitment to quality and engineering excellence
- Ability to take on new challenges and explore new technology/tools
- Strong communication skills
- Able to work in a high paced dynamic and culturally diverse environment
- High level of commitment initiative enthusiasm and vision
- Excellent presentation and interpersonal skills

Prioritize workload providing timely and accurate resolutions

Knowledge Examples:

- Appropriate software programs / modules
- Able to give Knowledge transitions to the team as when required
- Experience in supporting enterprise customers
- Operating Systems and software platforms
- Integrated development environment (IDE)
- Agile methods

Knowledge base of customer domain and sub domain where problem is solvedAdditional Comments:
KEY RESPONSIBILITIES: -Responsible for providing phone and electronic based support. -Assists customers in analyzing technical complications, determining problems, and provides resolutions. -Responsible for customer satisfaction through effective handling of customer problems and queries till resolution. -Ensures proper escalation procedures are followed, detailed ticket documentation. -To maintain a high degree of customer service for all support queries and adhere to all service management principles, policies and procedure. -Analytical ability is required in order to resolve technical issues.