**What you’ll do:** ------------------- **Primary Function** 1\. Provide day\-to\-day support, predominantly simple incidents, that are disrupting normal business operation in a timely manner, to ensure timely, reliable, cost effective service to Eaton employees and customers. 2\. Executes enhancement requests and new requirements using standard Eaton request fulfillment process( simple complexity enhancement requests) 3\. Participate in and suggest ideas for Continuous improvements identified through problem solving, technical enhancements, process improvements, lessons learned, pain points etc. (Low) 4\. Analyzes and troubleshoots simple complexity production problems and implements the proper fix. 5\. Suggests and builds re\-usable components (simple complexity) 6\. Routinely provide insights into trends and patterns 7\. Works proactively for improving BSC metrics and customer satisfaction 8\. Basic understanding of ITIL for Incident and Request Management. 9\. Assist in driving and promoting Service Management best practices in process areas such as Incident, Problem, Change and Release Management within the Application Services team 10\. Prioritizes incidents to ensure high impact and urgent tickets are worked on priority and taking leadership to ensure no customer impact 11\. Serves as the primary end user contact point for related Support activities and customer escalations 12\. Responds to and resolves technical questions and service requests(Simple complexity) from the User Community. 13\. Works closely with other IT support groups and impacted customers for effective resolution and testing of fixes for production support issues, Build rapport with concerned stakeholders 14\. Reporting and Metrics – define and build reports, metrics, and dashboards 15\. Meet BSC Support Metrics. Meet/Exceed CSAT score 16\. Documents and create knowledge repository which will helps in providing quick resolution of tickets. 17\. Follow and assist in Change Management process 18\. Collaborate effectively with other IT teams to resolve simple services and application issues. **Essential Functions:** ------------------------ 1\. Suggests and builds re\-usable components (simple complexity) 2\. Routinely provide insights into trends and patterns 3\. Works proactively for improving BSC metrics and customer satisfaction 4\. Analyzes and troubleshoots simple complexity production problems and implements the proper fix. 5\. Demonstrates working knowledge of respective technical solutions and technology. Appraises multiple alternative s and presents pros and cons of each for team decision\-making. 6\. Understands all aspects of Software Development Life Cycle 7\. Participates in meetings and facilitate discussion that leads to meaningful dialogue and identifies and documents appropriate system / business requirements. 8\. Works on Analysis and Design for requests assigned in addition to development and testing 9\. Provides estimates for effort and schedule for assigned tasks. On\-Time Delivery and Quality(per Defect Density), 10\. Creates and executes test plans for task and unit level programming deliverables. Creates test data to prove all test cases. Executes and documents results of test plans to ensure modules will operation properly in the production environment. 11\. Ensures sign\-off on all major system deliverables by stakeholders 12\. Performs promotion and migration activities of software and components through the pre\-production to production instances; and operational activities 13\. Implements changes in compliance with Eaton practices for change management. 14\. Satisfactorily deliver IT services exceeding the established SLAs while maintaining satisfactory customer feedback. 15\. Maintains understanding of key processes, schedules, cycles, profiles, etc. for the technical systems in use by a customer 16\. Consults with customers and IT managers to execute develop, define, and prioritized work assignments and work delivery. 17\. Communicate with customers, suppliers and vendors for issues and resolution, simple complexity s. articulated in terms they understand. 18\. Communicates effectively with both technical and business personnel to gather requirements, communicate expectations, identify solutions, and create action plans. 19\. Collaborate/share support work / Knowledge to other team members and third Party applications/teams **Qualifications:** ------------------- **Education/ Experience Requirements** 1\. Bachelor’s degree from an accredited institution. 2\. Relevant technology Experience of around 1\-3 years . 3\. Fluent English **Level of Analysis \& Business Acumen** 1\. Good analytical skills. 2\. Should have basic understanding of business operations and domain knowledge. **Level of Systems and IT Knowledge** 1\. Basic understanding of some of Eaton IT organization. 2\. Basic Understanding of the IT strategic plan. 3\. Entry level experience and can execute with minimum guidance. 4\. Should have basic understanding on IT, ITSM and application landscape. 5\. Understands basic aspects of SDLC Software Development Life Cycle and implementation methodology. 6\. Has past experiences in various web technologies. 7\. Has a good understanding of Object Oriented Systems and Concepts. 8\. Has a good knowledge on one backend ( Oracle or SQL Server ). 9\. Has good understanding of Web services. **Project Dimensions and Measurements** 1\. BSC Support Metrics \- incidents and Requests 2\. CSAT Metric 3\. Defect Density **Suggested Training Curriculum** --------------------------------- Training / Industry recognized Certification in core technical skills ITIL Foundation Software Development Life Cycle /Agile **Soft skills training** Business communication and presentation skills Time Management \& Prioritization **Additional Information:** ---------------------------