Support and monitoring End to end resolution on level 2 support issues. Take lead and work with other partner IT teams to ensure End to end issue resolution with continuous updates.
Provide configuration push to all environments including production.
Housekeeping
Provide enhancement and maintenance of support tools and scripts
Support Applications site based on SLA
Identify and resolve issues
Monitor support queues
Report weekly, monthly, quarterly, or as requested on its performance. Reports shall indicate and summarize any significant metric changes trends or delays to milestone target dates,
Metrics pertaining to the support queue
Problem isolation and provide deep support.
Escalation Management (end-to-end)
Problem Management and Root Cause Analysis
Work with L3 or Product vendors to ensure all product related issues are addressed within agreed SLA's
Communications Management
Compliance and Audit
Knowledge Management
Innovation and Process Improvement
Administration
Workday is responsible to install/upgrade/patch to Products and Managing the timeline, coordination and communication infrastructure
Schedule outages for planned maintenance and development. Includes managing the timeline, coordination and communication for both hardware and software components of the effected environment
Security reports review
Certificate renewals & Maintenance •
Last updated on Mar 10, 2023