Associate Iii

2 months ago

Leeds, United Kingdom UST Full time

Role Proficiency:
Resolve L1 Incident and service requests within agreed SLA

Outcomes:
1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes3) Mentor new team members in understanding customer infrastructure and processes4) Perform alert analysis for driving incident reduction5) Resolve L1 incidents and service requests

Measures of Outcomes:
1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets - OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements9) Number of tickets reduced by alert analysis 10) Number of installation SR handled for endpoints / change tasks completed for infrastructure 11) Number of L1 tickets closed

Outputs Expected:
Monitoring:

- Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.
- Repetitive alert analysis for finding high ticket generating Cis. Adhere to ITIL best practices

Runbook Reference/Change:

- Follow runbook for troubleshooting
record troubleshooting steps and provide inputs for runbook changes.

Escalation/Elevation/Routing of tickets:

- Escalate within organization/customer peer in case of resolution delay.
- Understand OLA between delivery layers (L1
L2
L3 etc)
adhere to OLA
route the tickets to relevant queue
initiate intimation respective teams/customer based on defiled process.

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 tasks for infrastructure.

Collaboration:

- Collaborate with different towers of delivery for ticket resolution (within SLA)
document learnings for self-reference.
- Close/resole L1 tickets with help from respective tower.
- Actively participate in team/organization-wide initiatives.

Installation:

- Install software software/tools and patches

Stakeholder Management:

- Lead the customer and vendor calls.
- Organize meetings with different stake holders. Participate in RCA meetings.

Process Adherence:

- Thorough understanding of organization and customer defined process.
- Consult with mentor when in doubt.
- Adherence to defined processes.
- Adhere to organization’ s policies and business conduct.

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.

Performance Management:

- Update FAST Goals in NorthStar
track
report and seek continues feedback from peers and manager.
- Set goals and provide feedback for mentees.
- Assist new team members to understand the customer environment.

Skill Examples:
Knowledge Examples:
1) Fair understanding of customer infrastructure ability to co-relate failures

Additional Comments:
Role Proficiency: Resolve L1 Incident and service requests within agreed SLA Outcomes: Measures of Outcomes: Outputs Expected: Monitoring: Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere. Repetitive alert analysis for finding high ticket generating Cis. Adhere to ITIL best practices Runbook Reference/Change: Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes. Escalation/Elevation/Routing of tickets: Escalate within organization/customer peer in case of resolution delay. Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process. 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 tasks for infrastructure. Collaboration: Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference. Close/resole L1 tickets with help from respective tower. Actively participate in team/organization-wide initiatives. Installation: Install software software/tools and patches Stakeholder Management: Lead the customer and vendor calls. Organize meetings with different stake holders. Participate in RCA meetings. Process Adherence: Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization’ s policies and business conduct. Training: On time completion of all mandatory training requirements of organization and customer. Provide On floor

  • Senior Business Analyst

    3 days ago

    Leeds, United Kingdom Recruit4staff (Wrexham) Ltd Full time

    Recruit4staff is proud to be representing their client, a leading manufacturer in their search for a **Senior Business Analyst** to work remotely **For the successful Senior Business Analyst our client is offering**: i. Up to £54,400 per annum ii. Days role, Monday - Friday, 9 am - 5 pm iii. Permanent position iv. Fully remote working v. Company bonus **The...

  • Chief Engineer

    3 weeks ago

    Leeds, United Kingdom Detail 2 Recruitment Ltd Full time €75,000

    Chief Engineer (Maritime Sector) South Coast About the Company: Our client is an award-winning marine ferry operator with a substantial presence on the South Coast, operating a number of advanced vessels. Modern fleet and convenient routes from the South Coast offering seamless travel experiences for tourists, commuters, and residents. 33 Days Holidays ~...

  • Chief Engineer

    2 weeks ago

    Leeds, United Kingdom Detail 2 Recruitment Ltd Full time €75,000

    Chief Engineer (Maritime Sector) South Coast About the Company: Our client is an award-winning marine ferry operator with a substantial presence on the South Coast, operating a number of advanced vessels. Modern fleet and convenient routes from the South Coast offering seamless travel experiences for tourists, commuters, and residents. 33 Days Holidays ~...

  • Associate Professor in Cryo-Electron Tomography

    3 weeks ago

    Leeds, United Kingdom University of Leeds Full time €11

    Associate Professor in Cryo-Electron Tomography Are you an experienced and influential academic with the proven ability to carry out teaching and research in cryo-electron tomography and related topics? Do you have an excellent research track record, proven success obtaining funding and the vision and drive to tackle new challenges? Are you passionate about...

  • Associate Professor in Cryo-Electron Tomography

    3 weeks ago

    Leeds, United Kingdom University of Leeds Full time

    Associate Professor in Cryo-Electron Tomography Are you an experienced and influential academic with the proven ability to carry out teaching and research in cryo-electron tomography and related topics? Do you have an excellent research track record, proven success obtaining funding and the vision and drive to tackle new challenges? Are you...

  • Associate Director

    3 weeks ago

    Leeds, United Kingdom Pharmiweb Full time

    Job DescriptionJob Title: Associate Director of Clinical Operations Company Overview: Our client is a dynamic and innovative small biotech company dedicated to advancing breakthrough therapies in cell and gene therapy. We pride ourselves on our commitment to pushing the boundaries of medical science to improve patient outcomes. As we continue to grow, we are...

  • Senior Medical Statistician

    5 days ago

    Leeds, United Kingdom University of Leeds Full time

    **Senior Medical Statistician**: **Are you an experienced medical statistician and want to work for an Institute leading in clinical trials research and impacting international clinical practice? Do you want to be part of a successful, highly talented, and multi-disciplinary team? Are you an enthusiastic, driven postgraduate with a major statistical...

  • Senior Medical Statistician

    5 days ago

    Leeds, United Kingdom University of Leeds Full time

    **Senior Medical Statistician**: **Are you an experienced medical statistician and want to work for an Institute leading in clinical trials research and impacting international clinical practice? Do you want to be part of a successful, highly talented, and multi-disciplinary team? Are you an enthusiastic, driven postgraduate with a major statistical...

  • Principal Statistician

    5 days ago

    Leeds, United Kingdom University of Leeds Full time

    **Principal Statistician**: **Are you an experienced medical statistician and want to work for an Institute leading in clinical trials research and impacting international clinical practice? Do you want to be part of a successful, highly talented, and multi-disciplinary team? Are you an enthusiastic, driven postgraduate with a major statistical...

  • Principal Statistician

    5 days ago

    Leeds, United Kingdom University of Leeds Full time

    **Principal Statistician**: **Are you an experienced medical statistician and want to work for an Institute leading in clinical trials research and impacting international clinical practice? Do you want to be part of a successful, highly talented, and multi-disciplinary team? Are you an enthusiastic, driven postgraduate with a major statistical...

  • Chief Engineer

    3 weeks ago

    Leeds, United Kingdom Detail 2 Recruitment Ltd Full time €75,000

    Chief Engineer (Maritime Sector) South Coast Salary: up to £75,000 About the Company: Our client is an award-winning marine ferry operator with a substantial presence on the South Coast, operating a number of advanced vessels. They pride themselves on providing reliable, efficient, and comfortable crossings for both passengers and vehicles. Modern fleet...

  • Chief Engineer

    2 weeks ago

    Leeds, United Kingdom Detail 2 Recruitment Ltd Full time €75,000

    Chief Engineer (Maritime Sector) South Coast Salary: up to £75,000 About the Company: Our client is an award-winning marine ferry operator with a substantial presence on the South Coast, operating a number of advanced vessels. They pride themselves on providing reliable, efficient, and comfortable crossings for both passengers and vehicles. Modern fleet...

  • Research Fellow in Valorisation of Fermentation

    2 weeks ago

    Leeds, United Kingdom University of Leeds Full time

    **Research Fellow in Valorisation of Fermentation residues by Hydrothermal Carbonisation**: **Are you an experienced and ambitious researcher looking for your next challenge? Do you have a research background in hydrothermal carbonisation, process engineering, adsorbent characterisation and adsorption, and wish to contribute to the development of novel...

  • Medical Statistician

    5 days ago

    Leeds, United Kingdom University of Leeds Full time

    **Medical Statistician**: **Do you want to work for an Institute which is leading in clinical trials research that impacts clinical practice? Do you want to be part of a successful, highly talented, and multi-disciplinary team? Are you an enthusiastic, driven postgraduate with a major statistical qualification?** The Clinical Trials Research Unit (CTRU) is...

  • Facilities Supervisor

    3 days ago

    Leeds, United Kingdom Leeds Teaching Hospitals Full time

    PREVIOUS APPLICANTS ARE NOT TO RE-APPLY. JOB PURPOSE The Facilities Supervisor is the first line manager for a team of housekeeping staff undertaking tasks associated with the provision of catering and cleaning duties to patients on ward and other patient areas. Ensuring that staff are allocated in accordance with the agreed master roster and that all team...

  • Research Fellow in Valorisation of Fermentation residues by Hydrothermal Carbonisation

    2 weeks ago

    Leeds, Leeds, United Kingdom University of Leeds Full time

    Are you an experienced and ambitious researcher looking for your next challenge? Do you have a research background in hydrothermal carbonisation, process engineering, adsorbent characterisation and adsorption, and wish to contribute to the development of novel advanced carbon materials production? Do you want to further your career in one of the UK's leading...

  • Research Fellow in Valorisation of Fermentation residues by Hydrothermal Carbonisation

    3 weeks ago

    Leeds, Leeds, United Kingdom University of Leeds Full time

    Are you an experienced and ambitious researcher looking for your next challenge? Do you have a research background in hydrothermal carbonisation, process engineering, adsorbent characterisation and adsorption, and wish to contribute to the development of novel advanced carbon materials production? Do you want to further your career in one of the UK's leading...

  • Associate Medical Director, Clinical Pharmacology, Leeds

    3 weeks ago

    Leeds, Leeds, United Kingdom Fortrea Full time

    As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access and technology solutions across more than 20 therapeutic areas. With over 19,000 staff...

  • Associate Medical Director, Clinical Pharmacology, Leeds

    2 weeks ago

    Leeds, Leeds, United Kingdom Fortrea Full time

    As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access and technology solutions across more than 20 therapeutic areas. With over 19,000 staff...

  • Office Coordinator

    3 weeks ago

    Leeds, United Kingdom Sumo Digital Ltd. Full time

    Job reference - 7ZVtSuwgs2j51 - Company Name - Sumo Digital Ltd. - Salary - Competitive - Location - Leeds, United Kingdom - Country - United Kingdom - Industry sector - Operations - Job start date - ASAP - Posted date - 10/01/2023 - Experience Level - Junior-Associate - Job type - Permanent | Full Time - Remote / Hybrid - No Specialising in AAA PC and...