Support Executive - MDM

Dinco Pakistan 未验证

拉合尔 巴基斯坦

发布 Jul 08, 2021 287 查看

PKR. 150,000 - 200,000/Month




General Responsibilities

  •  Develop a set of Standard Operating Procedures in conjunction with Company that the team will use to support the customer’s test and production environments
  •  Develop and adhere to service level agreements (SLAs) in conjunction with the company that will support the customer’s requirements. Provide monthly and/or quarterly SLA metrics (KPI) in conjunction with Company to show progress against SLAs and improvement opportunities
  •  Seek process improvements in conjunction with Company to optimize support and efficiency for the customer
  •  Build and improve knowledge and documentation of processes and procedures to train additional support resources and improve the overall capabilities of the team (best practices). Use a train the trainer model for support team members.
  •  Pro-actively seek and suggest new and better solutions to existing process and procedures that will benefit the team, company, and the customer
  •  Use and adhere to the Change Management process for any process and/or procedural changes as outlined by the company and its customer
  •  Provide resolution of test and production process request communicated either through email, voice, or ticketing system by customer teams. Escalate to company Team Lead and/or customer Team Lead as necessary
  •  Develop and provide test and production reporting to reflect status, issues, and opportunities on a daily, weekly, and/or monthly basis in conjunction with company
  •  Provide weekly teamwork schedules, team member time tracking (hourly) and reporting to company
  •  Develop and provide an on-call team member rotation with timetables and contact information to cover global time zones on a monthly or quarterly basis. This can also reflect when a new team member is joining the team as well as when a veteran team member is leaving the team
  •  Provide 24/5 weekday (US time zone) support for Unit testing, Release testing, and Production deployments
  •  Provide weekend support for Production release deployments and deployment monitoring for both Saturday and Sunday. Not expected to be a full shift, hours to be determined
  •  Conduct Root Cause Analysis (RCA) to resolve underlying recurring problems and identify improvements
  •  Support project implementations in the Unit Test, Release Test, and Production Deployment environments by providing incident, problem, and change management activities related to the projects
  •  Respond to and resolve technical problems related to the MDM platform and package release deployments
  •  Ensures MDM platforms are updated with the latest patches, profiles, and security standards
  •  Troubleshoot issues and restore technical services and equipment by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
  •  Maintain historical records of MDM platform hardware configuration changes, software changes, and revisions
  •  Configuring and maintaining MDM AirWatch relay servers (deployment configuration only, not deploying or maintaining physical hardware)
  •  Learn and adhere to company key culture traits


3 发布
Gulberg 2, 拉合尔, 巴基斯坦
Aug 08, 2021
Jul 08, 2021
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Dinco Pakistan

· 11-50 员工 - 拉合尔

Dinco Pakistan.


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