Role Proficiency:

Resolve complex trouble tickets spanning across different technologies and fine tune infrastructure for optimum performance and/or provide technical people and financial management (Hierarchical or Lateral)

Outcomes:

1)     Mentor new team members in understanding customer infrastructure and processes2)     Review and approve RCA prepared by team and drive corrective and preventive actions for permanent resolution3)     Review problem tickets for timely closure. Measure incident reduction achieve by problem record for showcasing during Governance review4)     Provide technical leadership for change implementation 5)     Review CSI initiatives and aggressively drive for time bound closure to achieve optimization and efficiency goals6)     Drive delivery finance goal to achieve project forecast numbers 7)     Work on proposals and PIP for identified greenfield opportunity to increase revenue

Measures 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 tickets handled 7)     Number of elevated tickets resolved8)     Number of successful change tickets9)     % Completion of all mandatory training requirements10)  Overall financial goals of project11)  % of incident reduction by problem management12)  Number of repeated escalations for the same technical issue

Outputs Expected:

Resolution/Response:

Daily review of resolution and response SLA for early intervention of SLA management

Troubleshooting:

Troubleshooting based on available information from previous tickets or consulting with seniors. Participate in online knowledge forums reference. Convert the new steps to KB article Perform logical/analytical troubleshooting. Work on problem tickets to identify permanent solutions. Assist and lead technical teams to rope in technology experts for complex issues

Escalation/Elevation:

Escalate within organization/customer peer in case of resolution delay. Define OLA between delivery layers (L1
L2
L3 etc)
and enforce adherence. SPOC for any customer and leadership escalations

Tickets 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 infrastructure.

Runbook/KB:

Review KB compliance and suggest changes. Initiate and drive periodic SOP review with customer stake holders

Collaboration:

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 function

Compliance:

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.) and work closely with ISRM (Information Security Risk Management). Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in function Job Description. Coordination Support for CSI across all services in CIS and beyond.

Training:

On time completion of all mandatory training requirements of organization and customer. Provide On floor training and one-on-one mentorship for new joiners. Complete certification of respective career paths. Explore cross training possibilities for improved efficiency and career growth.

Performance Management:

Update FAST Goals in NorthStar; track
report and seek continues feedback from peers and manager. Set goals for team members and mentees and provide feedback. Assist new team members understanding the customer environment
day-to-day operations and people management
for example roster
transport and leaves. Prepare weekly/Monthly/Quarterly governance review slides. Drive finance goals of the account.

Skill Examples:

1)     Good communication skills (Written verbal and email etiquette) to interact with different teams and customers. 2)     Modify / Create runbooks based on suggested changes from juniors or newly identified steps3)     Ability to work on an elevated server tickets to resolution4)     Networking:a.     Trouble shooting skills in static and Dynamic routing protocolsb.     Should be capable of running netflow analyzers in different product lines5)     Server:a.     Skills in installing and configuring active directory DNS DHCP DFS IIS patch managementb.     Excellent troubleshooting skills in various technologies like AD replication DNS issues etc.c.      Skills in managing high availability solutions like failover clustering Vmware clustering etc.6)     Storage and Back up:a.     Ability to give recommendations to customers. Perform Storage and backup enhancements. Perform change management.b.     Skilled in in core fabric technology storage design and implementation. Hands on experience in backup and storage Command Line Interfacesc.      Perform Hardware upgrades firmware upgrades vulnerability remediation storage and backup commissioning and de-commissioning replication setup and management.d.     Skilled in server Network and virtualization technologies. Integration of virtualization storage and backup technologiese.     Review the technical diagrams architecture diagrams and modify the SOP and documentations based on business requirements.f.       Ability to perform the ITSM functions for storage and backup team; review the quality of ITSM process followed by the team.7)     Cloud:a.     Skilled in any one of the cloud technologies - AWS Azure GCP.8)     Tools:a.     Skilled in administration and configuration of monitoring tools like CA UIM SCOM Solarwinds Nagios ServiceNow etcb.     Skilled in SQL scriptingc.      Skilled in building Custom Reports on Availability and performance of IT infrastructure building based on the customer requirements9)     Monitoring:a.     Skills in monitoring of infrastructure and application components10)  Database:a.     Data modeling and database design; Database schema creation and managementb.     Identification of data integrity violations so that only accurate and appropriate data is entered and maintained.c.      Backup and recoveryd.     Web-specific tech expertise for e-Biz Cloud etc. Examples of this type of technology include XML CGI Java Ruby firewalls SSL and so on.e.     Migrating database instances to new hardware and new versions of software from on premise to cloud based databases and vice versa.11)  Quality Analysis: a. Ability to drive service excellence and continuous improvement within the framework defined by IT Operations 

Knowledge Examples:

1)     Good understanding of customer infrastructure and related CIs.

2)     ITIL Foundation certification3)     Thorough hardware knowledge 4)     Basic understanding of capacity planning5)     Basic understanding of storage and backup6)     Networking:a.     Hands-on experience in Routers witches and Firewallsb.     Should have minimum knowledge and hands-on with BGPc.      Good understanding in Load balancers and WAN optimizersd.     Advance back and restore knowledge in backup tools7)     Server:a.     Basic to intermediate powershell / BASH/Python scripting knowledge and demonstrated experience in script based tasksb.     Knowledge of AD group policy management group policy tools and troubleshooting GPO sc.      Basic AD object creation DNS concepts DHCP DFSd.     Knowledge with tools like SCCM SCOM administration8)     Storage and Backup:a.     Subject Matter Expert in any of the and Backup technologies9)     Tools:a.     Proficient in understanding and troubleshooting of Windows and Linux family of operating systems10)  Monitoring:a.     Strong knowledge in ITIL process and functions11)  Database:a.     Knowledge in general database managementb. Knowledge in OS System and networking skills

Additional Comments:

REQUIRED EXPERIENCE AND ABILITIES 1. Strong leadership of technical teams in a distributed environment 2. Hands on technical experience - Strong working knowledge of Developing, Designing and implementing large scale enterprise applications. 3. Possess strong analytical skills, organizational skills, attention to detail, and excellent verbal and written communication skills(Ability to prepare clear, concise, and persuasive communications with multiple stakeholders) 4. Demonstrated self-motivation and accountability; flexibility 5. Ability to recruit and develop cohesive teams 6. Ability to establish and maintain effective working relationships with co-workers, managers and internal and/or external customers 7. Good knowledge of Agile process 8. Managing Distributed and Enterprise web applications with strong experience executing Java projects 9. Proven ability to understand technological infrastructure and how it relates to project solutions and integrations, demonstrate the relationship of data structures as they relate to integrated systems solutions on a healthcare system 10. Demonstrates excellent consultative, solution selling skills and technical leadership 11. Demonstrated ability to adapt to new technologies and learn quickly; ability to think abstractly 12. Bachelor of Engineering in Computer Science or equivalent degree 13. Ability to think out of the box and be innovative 14. Ability to resolve blockers of team members both technically and functionally REQUIRED TECHNICAL SKILL SET Must have: 1. Proficient in Java, J2EE with a good knowledge of its ecosystems 2. Solid understanding of fundamental design and architecture patterns such as: n-tier, Publish/Subscribe, REST, MVC, Microservices, Data Access (OR/M, DAO’s…etc.), Integration tools, Knowledge of SOAP, REST and XML technologies (XML, XPath, XSL, XML Schema, RNG, DTD, XQuery, DOM, etc.) 3. Good hands on experience with MVC, JDBC, RESTful, SOAP and Micro Services. 4. Experience with popular application frameworks, such as Spring, JSF, Struts, Spring MVC, Spring Boot, Prime faces… Etc and UI frameworks such as React,Angular,Jquery etc. 5. Experience in Database (SQL) database design, Query Development and performance tuning as applicable w.r.t Oracle/DB2 6. Experience / knowledge of healthcare systems and comprehensive understanding of large healthcare payer overall structure, processes, functions including Claims, Membership and Provider processing is an asset 7. Experience using tools like Jira, Confluence, MS SharePoint etc. is an asset 8. 5 or more years related experience in relevant technologies/roles; 8+ Overall experience 9. Adherence to best coding practices and principles 10. Good Knowledge of performance tuning and provide optimal code 11. Should have good exposure to CI/CD frameworks like Jenkins, Docker etc Nice to have: 1. Expert level experience with business and technical applications, or any combination of education and experience, which would provide an equivalent background 2. Multi database, multi-language or multi business application experience preferred 3. Experience with Rules Engines such as Drools Key Responsibilities 1. Lead offshore team in all aspects of application development 2. Coordination of development effort with onshore teams 3. Participates in developing application scope and objectives and preparing functional and/or technical specifications 4. Analyses and classifies complex change request and identifies and documents possible enhancements 5. Develops and performs unit testing and fixes defects identified during testing and re-executes unit tests to validate results 6. Codes and maintains complex components of information systems. 7. Develops and performs system testing and fixes defects identified during testing and re-executes unit tests to validate results 8. Participates in integrating activities with other IT departments for successful implementation and support of project efforts 9. Ensure team delivers with Quality and Performance