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       Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence       Create and maintain knowledge base of known support issues and resolutions       Create and maintain application support service catalogue in coordination with other internal application teams       Create application monitoring mechanisms and performance tuning processes       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:

Responsible for application upgrades and troubleshooting post upgrades
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       Provide estimates for candidate Enhancement and Defect work to be included in release       Operating Systems and software platforms       Integrated development environment (IDE)       Agile methods Knowledge base of customer domain and sub domain where problem is solved

Additional Comments:

Lead I - Production Support Application Maintenance Service, Engineering / Delivery | B1 What's Expected Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines --- 1. Lead and prioritise the Application Support team’s work load 2. Co-ordinate and promote effective functioning of problem management activities across all support teams 3. Responsible for prioritization of incidents, ensuring the incidents are completed in a timely and high-quality manner 4. Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence 5. Create and maintain knowledge base of known support issues and resolutions 6. Create and maintain application support service catalogue in coordination with other internal application teams 7. Create application monitoring mechanisms and performance tuning processes 8. Provide input for implementation, backup and roll-back plans 9. Create daily and weekly status reports; publish to stake holders 10. Should be able to handle critical customer escalations 11. Lead technical teams in working towards resolving major incidents 12. Understands departmental and company policies, procedures and business practices 13. Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles Performance Measures 1. Adherence to engineering process and standards 2. Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame 3. Timely publication of reports and metrics to stakeholders 4. Handling of critical escalations 5. Adhere to SLAs where applicable 6. # of tickets or incidents fixed 7. # of non-compliance issues 8. Productivity standard of the project 9. # of reusable components or documents created 10. Participation in Knowledge Transfer to ensure better grasp of product 11. Completion of all mandatory training requirements 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 Responsible for application upgrades and troubleshooting post upgrades, 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.