Lead I - Cloud Infrastructure Services

Overview

Lead I - Cloud Infrastructure Services

role at

UST . Role Proficiency : Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and / or provide mentorship (Hierarchical or Lateral) to junior associates. Responsibilities

Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution; provide mentorship to junior associates (Hierarchical or Lateral). Update SOP with updated troubleshooting instructions and process changes. Mentor new team members in understanding customer infrastructure and processes. Perform analysis for driving incident reduction. Escalate high-priority incidents to customer and organization stakeholders for quicker resolution. Contribute to planning and successful migration of platforms. Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution. Provide inputs for root cause analysis after major incidents to define preventive and corrective actions. Outcomes

Update SOP with updated troubleshooting instructions and process changes Mentor new team members in understanding customer infrastructure and processes Perform analysis for driving incident reduction Escalate high priority incidents to customer and organization stakeholders for quicker resolution Contribute to planning and successful migration of platforms Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution Provide inputs for root cause analysis after major incidents to define preventive and corrective actions Measures of Outcomes

SLA Adherence Time bound resolution of elevated tickets - OLA Manage ticket backlog timelines - OLA Adhere to defined process – Number of NCs in internal / external Audits Number of KB articles created Number of incidents and change tickets handled Number of elevated tickets resolved Number of successful change tickets % Completion of all mandatory training requirements Resolution

Outputs Expected : Understand Priority and Severity based on ITIL practice; resolve trouble tickets within agreed resolution SLA Execute change control tickets as documented in implementation plan Troubleshooting

Troubleshooting based on available information from previous tickets or consulting with seniors Convert the new steps to KB article Perform logical / analytical troubleshooting Escalation / Elevation

Escalate within organization / customer peer in case of resolution delay Understand OLA between delivery layers (L1 L2 L3 etc); adhere to OLA Elevate to next level and work on elevated tickets from L1 Tickets Backlog / Resolution

Follow up on tickets based on agreed timelines; manage ticket backlogs / last activity as per defined process Resolve incidents and SRs within agreed timelines Execute change tickets for infrastructure Installation

Install and configure tools, software and patches Runbook / KB

Update KB with new findings Document and record troubleshooting steps as knowledge base Collaboration

Collaborate with different towers of delivery for ticket resolution (within SLA; resolve L1 tickets with help from respective tower) Collaborate with other team members for timely resolution of tickets Actively participate in team / organization-wide initiatives Coordinate with UST ISMS teams for resolving connectivity related issues Stakeholder Management

Lead customer calls and vendor calls Organize meetings with different stakeholders Take ownership of function's internal communications and related change management Strategic

Define the strategy on data management policy management and data retention management Support definition of the IT strategy for the function's relevant scope and be accountable for ensuring the strategy is tracked, benchmarked, and updated for the area owned Process Adherence

Thorough understanding of organization and customer defined process Suggest process improvements and CSI ideas Adhere to organization's policies and business conduct Process / Efficiency Improvement

Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions Take accountability for overall productivity efforts within the function, including coordination of function-specific tasks and close collaboration with Finance Process Implementation

Coordinate and monitor IT process implementation within the function Compliance

Support information governance activities and audit preparations within the function Act as a function SPOC for IT audits in local sites (incl. preparation interface to local organization mitigation of findings, etc.) and work closely with ISRM (Information Security Risk Management) Coordinate overall objective setting, preparation and facilitate process in order to achieve consistent objective setting in function Coordination Support for CSI across all services in CIS and beyond Training

On time completion of all mandatory training requirements of organization and customer Provide on-floor training and one-to-one mentorship for new joiners Complete certification of respective career paths Performance Management

Update FAST Goals in NorthStar track report and seek continuous feedback from peers and manager Set goals for team members and mentees and provide feedback Assist new team members to understand the customer environment Skills & Knowledge

Good understanding of customer infrastructure and related CIs ITIL Foundation certification Thorough hardware knowledge Basic understanding of capacity planning Basic understanding of storage and backup Networking : hands-on experience in routers and switches and firewalls; knowledge of BGP; ability to use netflow analyzers Server : skills in AD, DNS, DHCP, DFS, IIS; patch management; troubleshooting AD replication, DNS issues; HA solutions like failover clustering, VMware clustering Storage and Backup : storage and backup design, data management, recovery and migration to cloud Cloud : AWS, Azure, or GCP Tools : monitoring tools (CA UIM, SCOM, Solarwinds, Nagios, ServiceNow); SQL scripting; building custom reports Monitoring : infrastructure and application monitoring Database : data modeling, backup / recovery, OS / networking knowledge Quality Analysis : ability to drive service excellence and continuous improvement Knowledge Examples

Customer infrastructure and related CIs ITIL Foundation certification Hardware knowledge Capacity planning Storage and backup Networking : hands-on with routers, switches and firewalls; BGP Servers : PowerShell, Bash, Python scripting; AD GPO management Storage and Backup SME Tools : Windows and Linux OS troubleshooting Monitoring : ITIL processes Database : general DB management; OS and networking Job Details

Seniority level : Mid-Senior level Employment type : Full-time Job function : Other Industries : IT Services and IT Consulting

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