B1 and Below.

Objectives

Measurement Criteria

Technical
Excellence

Weight
30%

Administration
100% on the assigned application transition
tasks. Complete the KAP session, shadow
Support and primary support on time.
Support the SMTD preparation on each phase
and get signed with the customer.
100% of the assigned Admin tasks ( calls /
tickets/ Service request) to completed 100%
SLA adheres as per agreed SLAs
Analyze logs and proactively identify potential
issues
Installing and configuring new hardware and
software as required.
Automations using shell scripting.
Responsible for daily administration

Respond & close technical escalation from

Level 1 team
Problem Management / Project work
Close problems by troubleshooting , perform
root cause analysis (RCA) & complete
documentation of problems and solutions in
known error database (KEDB)
Do trend analysis and improve proactively the
service levels (ex No Repeated incidence/
Mistakes, Reduce escalations etc). No. of
repeat tickets to decrease by 10% per month.
Proactively educate and train end
users/customers/team members to avoid
mistakes and reduce tickets
Apply approved operating system updates,
patches, and configuration changes for
problem resolutions
Customer
Centricity

30%

Zero customer complaints

All the calls, trouble tickets, Service request &
project work to be updated in call tracking
ticket
Report to be sent on agreed schedule for
project manager & client
No deviation from established processes of
the customer
Quality of interaction with customer (e-mail
content etc)
Providing information with all relevant data
points and clarity
Confidently communicate with the client in an
unambiguous manner maintaining proper mail
/teleconference etiquettes.

Understand and appreciate the cultural

differences in communication
Contribute to achieve higher end user CSAT,
Contributions to initiatives taken to deliver
ideas and values beyond customer
expectations. 2 per year through SIPs or lean
projects

Innovation and
Mission Quality

20%

Compliance to norms of various process

quality scores (voice and transactions)
100% adherence to ITIL Processes or
Customer Specific process
Rework on any task should be < 3%
Compliance to the quality process of the
customer effective at the service delivery
Come up with at least 2 best practices, share
within the team & implement
Perform routine audits of systems and
software. Any non compliance should be
brought to supervisor notice immediately
Maintain proper handshake between onsite &
offshore team
Fill / update all the shift handover documents,
check list updates to the offshore team
Deliver Project Reports on time

Knowledge
Management
Operational
excellence

20%

Sharing knowledge with all other team

members
Learn at least one new technology area
relevant to the project per six months. The
knowledge acquired in the process should be
shared within the team in a structured/ formal
way.
Create & share the SOPs, Best Practice
document, check list with Competency Groupatleast 1 per appraisal year
At least 2 contributions per year of utilities /
tools developed in the project (non customer
IP) / best practices into Knet & Competency
Group.
Provide orientation & Technical assistance to
new team members
Update Project documents on regular basis
Assist supervisor to handle any customer
escalations pertaining to server
administration
Conduct Internal Trainings for the team
Pass relevant UCF applicable for the appraisal
year

Measure of # of days of training attended