Lead I - Cloud Infrastructure Services

Networks & Systems Administration (Information & Communication Technology) Full time Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide mentorship (Hierarchical or Lateral) to junior associates.

Outcomes:

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

Measures of Outcomes:

1. SLA Adherence
2. Time bound resolution of elevated tickets - OLA
3. Manage ticket backlog timelines - OLA
4. Adhere to defined process – Number of NCs in internal/external Audits
5. Number of KB articles created
6. Number of incidents and change tickets handled
7. Number of elevated tickets resolved
8. Number of successful change tickets
9. % Completion of all mandatory training requirements

Outputs Expected:

Resolution:

1. Understand Priority and Severity based on ITIL practice and resolve trouble tickets within agreed resolution SLA.
2. Execute change control tickets as documented in the implementation plan.

Troubleshooting:

1. Troubleshoot based on available information from previous tickets or consulting with seniors.
2. Convert the new steps to KB articles.
3. Perform logical/analytical troubleshooting.

Escalation/Elevation:

1. Escalate within organization/customer peer in case of resolution delay.
2. Understand OLA between delivery layers (L1, L2, L3, etc.) and adhere to OLA.
3. Elevate to the next level and work on elevated tickets from L1.

Tickets Backlog/Resolution:

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

Installation:

1. Install and configure tools, software, and patches.

Runbook/KB:

1. Update KB with new findings.
2. Document and record troubleshooting steps as knowledge base.

Collaboration:

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

Stakeholder Management:

1. Lead customer and vendor calls.
2. Organize meetings with different stakeholders.
3. Take ownership for function's internal communications and related change management.

Strategic:

1. Define the strategy on data management, policy management, and data retention management.
2. 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:

1. Thorough understanding of organization and customer defined process.
2. Suggest process improvements and CSI ideas.
3. Adhere to organization’s policies and business conduct.

Process/efficiency Improvement:

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

Process Implementation:

1. Coordinate and monitor IT process implementation within the function.

Compliance:

1. Support information governance activities and audit preparations within the function.
2. Act as a function SPOC for IT audits in local sites and work closely with ISRM (Information Security Risk Management).
3. Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in the function.

Training:

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

Performance Management:

1. Update FAST Goals in NorthStar, track, report, and seek continuous feedback from peers and manager.
2. Set goals for team members and mentees and provide feedback.
3. Assist new team members to understand the customer environment.

Skill Examples:

1. Good communication skills (Written, verbal, and email etiquette) to interact with different teams and customers.
2. Modify/Create runbooks based on suggested changes from juniors or newly identified steps.
3. Ability to work on elevated server tickets and solve.
4. Networking: Troubleshooting skills in static and dynamic routing protocols.
5. Server: Skills in installing and configuring Active Directory, DNS, DHCP, DFS, IIS, patch management.
6. Storage and Backup: Ability to give recommendations to customers and perform storage & backup enhancements.
7. Cloud: Skilled in any one of the cloud technologies - AWS, Azure, GCP.
8. Tools: Skilled in administration and configuration of monitoring tools like CA UIM, SCOM, Solarwinds, ServiceNow, etc.
9. Monitoring: Skills in monitoring of infrastructure and application components.
10. Database: Data modeling and database design.

Knowledge Examples:

1. Good understanding of customer infrastructure and related CIs.
2. ITIL Foundation certification.
3. Thorough hardware knowledge.
4. Basic understanding of capacity planning.
5. Basic understanding of storage and backup.

Additional Comments:

• Support and Maintain the Desktop platform and its infrastructure.
• Participate in Global Desktop OS patch management and deployment.
• Responsible for creating deployment packages and custom applications in an enterprise environment.
• Be point for APAC end user services escalations and drive resolutions.
• Ensure APAC nuances are captured and taken into consideration while adopting global standards.

General skills:

• Client focused mindset.
• Have a history of working in a mission-critical environment.
• Background in financial services or similar regulated industry preferred.
• The ability to create high quality documentation for Desktop platforms.
• Experienced supporting large and complex desktop environments, specifically VDI.
• Willing to work in shift/weekend activities where needed.

Technical Skills:

• Citrix XenDesktop/XenApp 7.15+
• Microsoft Windows Operating Systems (Windows 7, Windows 10, Windows Server).
• Microsoft Group Policy, PowerShell, and automation.
• Other AppSense Thin Client technologies.

Personal Attributes:

• Positive attitude capable of remaining positive when under immense pressure.
• A good communicator, and able to work collaboratively in a global team.
• Strong organizational and time management skills.