Position Statement / Purpose:  

Operations Monitor Engineer will monitor the performance and availability of the Web and Mobile application for our client as per predefined frequency. This role shall drive through application monitoring in order to provide good customer experience.

Key Deliverables (Key Result Areas): 

• Monitoring of application
• Sanity check
• Effective communication
• Escalation Process
• Effective Timely Alert 
• Multitasking

Key Responsibilities (Job Description): 

• Monitoring of Application: 
• Engineer will need to monitor the performance and availability of web and mobile applications and report any issues observed directly to relevant stakeholders (Internal and External). 
• Sanity Check:
• This involves supporting applications for all domains like Banking, Insurance, Mutual Funds, Ecommerce, Depositories, Trading and Securities.
• Effective Communication:
• Proactive and prompt communication with clients to resolve their queries quickly and accurately.
• Escalation Process:
• Highlight the challenges faced in monitoring their respective applications to the immediate next level and working towards its closure.
• Effective timely alert:
• All the failures captured by automation should be analysed and raised to respective stake holders in timely manner.
• Multitasking:
• Job demands multi-tasking with good Analytical, Logical Reasoning Skills with Smart and quick thinking.

Key Performance Measures and KPIs:

1. Defects Handling
2. Average Handling Time
   1. Timely Escalation to the client
   2. No Client Complaints and Internal defects
   3. Accuracy and Completeness 
   4. Effective Communication with internal and external stake holders

KPIs –

1. Performance
2. Should be confident have good Communication, Analytical & Logical reasoning skills.
3. Skills with Smart and Quick Thinking with Good Pace
4. Highlight and raise alert on time
5. Zero internal & external compliant defect
6. Monitoring and meeting SLA
7. Correctness of Transaction
8. Adherence of the process defined.

1. Organizational Process Adherence 
2. Timely Applying leaves
3. Attendance Discipline 

1. Skills Enablement
2. Refresher Sessions 
3. LINQ certifications 
4. Call Enhancement Session by LND
5. Email etiquettes session by LND 

Key Decision Pointers (capture any decision-making authority, if any):

1. Analysis of error captured by automation

Mandated Certifications in the role:

1. Certification courses related to domain & process 

 Linked Career Roles –

1. Manual test engineer to Automation Engineer
2. Performance engineer
3. Through learning and certifications, Internal Job Rotations available across the organization. 

Background: 

• Education: 
• Graduates – BE/B Tech (IT, Computer Science, EXTC), BSc/MSc (IT)/MCA or equivalent, B.com/M.com 
• Work Experience: 
• 0 to 6 Months

• Technical 
• Knowledge mobile browser testing (preferred)
• Knowledge of monitoring

• Behavioural/Soft Skills
• Effective communication skills and ability to articulate properly