Lead I - Cloud Infrastructure Services
UST
Thiruvananthapuram, Kerala, India
12h ago

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

Outcomes :

Measures of Outcomes :

Outputs Expected : Resolution :

Resolution :

  • Understand Priority and Severity based on ITIL practice resolve trouble ticket 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 Participate in online knowledge forums reference.
  • Covert 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 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.
  • Co-ordinate with UST ISMS teams for resolving connectivity related issues.
  • Stakeholder Management :

  • Lead the customer calls and vendor calls.
  • Organize meeting with different stake holders.
  • Take ownership for 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 Job Description.

  • 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 continues feedback from peers and manager.
  • Set goals for team members and mentees and provide feedback
  • Assist new team members to understand the customer environment
  • Skill Examples : Knowledge Examples :

    Knowledge Examples :

    1) Good understanding of customer infrastructure and related CIs.

    Additional Comments :

    None

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