Layer : P2A Responsibilities: 1. Hardware & Software Management a. Monitor the successful operation of all workstations by providing technical expertise and detailed analysis. b. Monitoring CPU, memory and hard disk utilization. c. L2 troubleshooting for all software & hardware problems using remote capture tools. d. Monitoring the event viewer and generating reports 2. Endpoint Security a. Native & third- party antivirus management. b. Troubleshoot update issues. c. Execute remediation (as per advisory) incase of threat. d. Monitor using AV console(server/ database) as defined in SOP 3. Client Applications: a. Install, Configure and troubleshoot client applications independently. b. Support script development, creation, updation and maintenance of applications KPIs: 1. Customer a. 1 client appreciation per quarter b. Zero escalations in a year. c. Customer facing SIP per year 2. Process a. 100% achievement of response & resolution SLAs. b. 100% compliance to service management processes c. Contribution to AIDR reduction as per program goals & objective 3. Technology a. Atleast one emerging technology training/ year. b. Atleast one technology certification/ year. c. Atleast 1 structured automation initiative participation/ quarter.