Lead I - Cloud Infrastructure Services

USTBayan Lepas, Penang, Malaysia

30+ hari lalu

Penerangan pekerjaan

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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