o Take ownership of any assigned incidents from Level 2 Technical Support, update the incident and begin investigation.
o You will be required to investigate and diagnose the incident accurately and effectively. Owning multiple incidents you will need to prioritize your response to the incident based on the Priority and Severity of the issue.
o Define an action plan for detailed diagnosis with the aim to resolve the incident and restore normal service as soon as possible.
• Resolution and Recovery
o As potential resolutions to the issue are found you will be required to implement the solution and test that the resolution has fixed the problem. If you have found a new fix to the issue that has not been documented you may need to update the known error database.
o Interactions between Authorized User(s) and Support Teams, plus all necessary actions deployed to restore services are documented in the Incident Record to provide a full history of events. This detail can be an invaluable input to Problem Management and Knowledge Management
• Incident Closure
o Upon closing the incident verify that the categorization and closure code of the incident is correct.
o If there are multiple incident reoccurring and or the incident is deemed to have a deeper issue that requires root cause analysis or escalation to the problem manager you may be required to initiate a Problem Record.
o When the Incident is resolved, the Authorized User is contacted to verify the Incident has been successfully resolved.
2. Problem Management
• Problem Initiation
o You will be responsible for detection and initiation of the Problem record (PMR),-Initial categorization, classification and prioritization of the problem record –
o You will also need to assign the problem owner.
• Problem Ownership
o Responsible for managing problem records throughout problem management lifecycle
o Review of problem records and assignment of Root Cause Owner to all problems in a timely manner
o Identify improvement opportunities in the problem management process and initiating continual improvement projects along with problem manager
• Root Cause Owner
o Perform root cause analysis and documenting a workaround solution to the problem
o Together with problem owner perform the closure assessment of error records and problem records ---Documents known errors in the KEDB
o If the issue is related to Standard Tools, you will need to assign a root cause owner in the capability services teams, (ESM/DCS Monitoring/HPSA)
• Problem Analysis
o Review incident history and trend analysis at regular intervals as a means of proactively identifying problems ---Monitor known errors and working with problem owners to implement solutions for known errors in their environments
3. Change Management
• Change Implementation
o Planning and Engineering of routine or emergency changes within the respective technology
o Participation in Change Advisory Board (CAB) / Technical Advisory Board (TAB) meetings to determine impact of, provide feedback on, and approve/decline changes for customer environment changes
o Executing routine changes and simple emergency changes as defined in the change management process
o Records Test and Implement against the change plan
4. Technical Owner Role / Configuration Management
• Server or CI Ownership
o The technical owner role requires you to take specific responsibility for a group of servers. You may be a point of contact for these servers as part of the incident / problem and change management processes.
o You will have in depth knowledge of the configuration and usage of these servers
o You will be required to ensure the configuration management information for your allotted servers is correct in the CMDB
o You will also be required to ensure the good health of these systems by using health checking and monitoring tools e.g. ACF
5. Routine IT Operations
o Performing the routine tasks that keep and infrastructure running is a core part of the role.
o The IT operational tasks will be clearly documented and conducted on a scheduled routine basis.
o Provide subject matter expertise and consultation including project implementation where required.
6. Team Responsibilities.
o As a Deep Technical Support Consultant, you are required to solve 100% of incidents. You are the final solution provider. Achieving this goal is a team effort, you will need to foster a good working relationship with all team members and work together as a team to meet this challenge.
o Build strong working relationship with Operational Team Lead, Service Desk Agents and GOC Delivery Manager
o Good awareness of the customers business and in-depth knowledge of the customer’s environment and support processes.
o Comply with the ITSM & SLA standards by observing the Incident Management lifecycle processes.
7. Quality & Improvement
o Contribute in quality and productivity improvement projects, providing analysis of information.
o Ensure the compliance to processes and best practices outlined by the Quality Management System & Delivery Management.
8. Ongoing Education
o Follow training plans, requirements and schedules as outlined by the Technical Supervisor.
o Complete and keep up to date with all Mandatory trainings. (ITSM, Security Fundaments, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct)
9. Case Management
o Ensure all cases are acted upon conscientiously and in the framework expected according to the SLA.
o Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates.
