Associate III - IT Site Support
Section 1: Identifying Information
Associate III, IT Operations
Manager, IT Operations
All Lines of Business
Positions reporting to this position
Target team size:
Section 2: Position Summary
This role is intended for Graduates of IT or equivalent Technical courses with at least 1-3 years of IT Support experience supporting an IT Enabled environment such as Shared Services, BPO of at least around 1000 users and workstations.
The role of Associate III, Site Support IT Operations ensure that all IT Tickets are performed to completion and ensure that workstations, and Local Infrastructure on-site are operational, and within specifications on service patches, etc.. This role shall be primarily in-charge of IT Asset Management and Inventory of the site.
Section 3: Responsibilities, Supporting Actions & End-Results
Guidelines: List the essential responsibilities, functions and/or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results. List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%). The most important responsibility is not necessarily the one where the most amount of time is spent.
Major Responsibility:Operational Support – Incident, Service Request, ITIL Processes
- Perform to completion assigned Tickets and SR tasks– Incident, Service Request, etc.,
- Ensures IT Service agreed SLA with the business across different processes in Service Operations.
End Results:Incident Resolution/SLA – 95%, Change Management – 90% Success Rate, etc.
Major Responsibility:Administrative Tasks
- Maintain records and documentation pertaining to IT Asset Management - Inventory
- Ensure correctness of documentation – lists and record
- Responsible for Asset Assignment, Ordering of stock buffers i.e., Laptops, Desktops, peripherals
- Perform the Site Operational Checklist – daily, weekly
End Results:Compliance, Accuracy, Timeliness
Major Responsibility:Service Improvement
- Document processes, work tips and tricks as KB articles in Service Now
- Drive incident reduction thru periodic trend analysis, proactive PBI
- Raise request/change to implement resolution or endorse to appropriate support / applications group for resolution.
- Ensure proactive RFCs both proactive and reactive RFCs are raised, and ensure PBIs are closed within grace period
End Results:Quantity & Quality / Contribution
Section 4: Decision Making Authority Level
Guidelines: Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the position’s advice.
Decisions free to make:
Explain the decisions that depend on position’s advice:
Example decisions that depend on position’s advice:
Section 5: Scope/Dimensions
Guidelines: List the main quantitative measures that define the size and scope of the position (headcount, budget, profit dollar target).
Section 6: Job Qualifications and Educational Requirement
A Bachelor’s degree or equivalent Technical Course.
Minimum 1 - 3 years IT experience is required.
Strong technical, analytical, and problem-solving skills.
Strong communication skills both written and verbal.
Capacity to work well within a team
Drives results, able to work effectively under deadlines in changing environment and perform multiple tasks effectively and concurrently.
Ensures all time and work effort for incidents and tasks are recorded in the ticketing system.
Proactively improves current systems by studying practices, procedures and problems and designing modifications.
Proactively reduce problem tickets by analyzing data and implementing mitigating actions for common incidents. Train user community in utilization of self-serve tools & best practices to avoid contacts to Site Support.
Section 7: IM Competencies
Often convinces others.
Able to use tact when persuading.
Eager to present new ideas to authority.
Inventive; customizes presentations.
Often meets objections successfully.
Assumes responsibility for the outcomes of others
Promotes a sense of urgency and establishes and enforces individual accountability in the team
Works with people to establish explicit performance standards
Is completely on top of what is going on and knows where things stand
Provides balanced feedback at the most critical times
Builds Effective Team
Defines success in terms of the whole team
Recognizes that leveraging each team member's unique background and perspective is critical to achieving team goals
Rallies other behind common team goals
Places team goals ahead of own personal goals
Optimal Work Processes
Uses benchmarking and reviews best practices to set and meet quality improvement targets.
To improve efficiency and effectiveness resulting in high quality performance in self and in the organization.
Manages timeframes and deadlines.
Displays resiliency and takes proactive measures to make improvements.
Ensures the delivery of high quality results.
Picks up on situational cues and adjusts in the moment.
Readily adapts personal, interpersonal, and leadership behavior.
Understands that different situations may call for different approaches.
Can act differently depending on the circumstances.
Anticipates customer needs and provides services that are beyond customers expectations.
Uses customer insights to drive and guide the development of new offerings.
Serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships
Section 8: Other Information
Guidelines: Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.