Associate III - Cloud Infrastructure Services
UST
Thiruvananthapuram, Kerala, India
6h ago

Role Proficiency :

Resolve L1 Incident and service requests within agreed SLA

Outcomes :

Measures of Outcomes :

Outputs Expected : Monitoring :

Monitoring :

  • Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.
  • Repetitive alert analysis for finding high ticket generating Cis. Adhere to ITIL best practices
  • Runbook Reference / Change :

  • Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes.
  • Escalation / Elevation / Routing of tickets :

  • Escalate within organization / customer peer in case of resolution delay.
  • Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams / customer based on defiled process.
  • 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 tasks for infrastructure.
  • Collaboration :

  • Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference.
  • Close / resole L1 tickets with help from respective tower.
  • Actively participate in team / organization-wide initiatives.
  • Installation :

  • Install software software / tools and patches
  • Stakeholder Management :

  • Lead the customer and vendor calls.
  • Organize meetings with different stake holders. Participate in RCA meetings.
  • Process Adherence :

  • Thorough understanding of organization and customer defined process.
  • Consult with mentor when in doubt.
  • Adherence to defined processes.
  • Adhere to organization’ s policies and business conduct.
  • Training :

  • On time completion of all mandatory training requirements of organization and customer.
  • Provide On floor training and one-on-one mentorship for new joiners.
  • Performance Management :

  • Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager.
  • Set goals and provide feedback for mentees.
  • Assist new team members to understand the customer environment.
  • Skill Examples : Knowledge Examples :

    Knowledge Examples :

    1) Fair understanding of customer infrastructure ability to co-relate failures

    Additional Comments :

    None

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