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Posted Jul 08, 2021 101 views
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
Job Details
Industry:
Functional Area:
Total Positions:
3 Posts
Job Shift:
Third Shift (Night)
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
3 Years
Apply Before:
Aug 08, 2021
Posting Date:
Jul 08, 2021
Dinco Pakistan
Services · 11-50 employees - Lahore
Dinco Pakistan.
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