Cloud Infrastructure Services Lead

Job Title: IT|Cloud Infrastructure - Lead I - Cloud Infrastructure Services
Job Description: Expectations from this role:

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

7) Update SOP with updated troubleshooting instructions and process changes

8) Mentor new team members in understanding customer infrastructure and processes

9) Perform alert analysis for driving incident reduction

10) Escalate high priority incidents to customer and organization stakeholders for quicker resolution

11) Contribute to planning and successful migration of platforms

12) Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution

13) Provide inputs for root cause analysis after major incidents to define preventive and corrective actionsTypical performance measures:

26) SLA Adherence

27) Time bound resolution of elevated tickets - OLA

28) Manage ticket backlog timelines - OLA

29) Adhere to defined process - Number of NCs in internal/external Audits

30) Number of KB articles created

31) Number of incidents and change ticket handled

32) Number of elevated tickets resolved

33) Number of successful change tickets

34) % Completion of all mandatory training requirementsPerformance Areas:

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 environmentSkill 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 an elevated server ticket and solve

4) Networking:

a. Trouble shooting skills in static and Dynamic routing protocols

b. Should be capable of running netflow analyzers in different product lines

5) Server:

a. Skills in installing and configuring active directory, DNS, DHCP, DFS, IIS, patch management

b. Excellent troubleshooting skills in various technologies like AD replication, DNS issues, etc.

c. Skills in managing high availability solutions, like failover clustering, Vmware clustering etc.

6) Storage and Back up:

a. Ability to give recommendations to customers. Perform Storage & backup enhancements. Perform change management.

b. Skilled in in core fabric technology, Storage design and implementation. Hands on experience on backup and storage Command Line Interfaces

c. Perform Hardware upgrades, firmware upgrades, Vulnerability remediation, storage and backup commissioning and de-commissioning, replication setup and management.

d. Skilled in server, Network and virtualization technologies. Integration of virtualization, storage and backup technologies

e. Review the technical diagrams, architecture diagrams and modify the SOP and documentations based on business requirements.

f. Ability to perform the ITSM functions for storage & backup team and review the quality of ITSM process followed by the team.

7) Cloud:

a. Skilled in any one of the cloud technologies - AWS, Azure, Google Cloud Platform.

8) Tools:

a. Skilled in administration and configuration of monitoring tools like CA UIM, SCOM, Solarwinds, Nagios, ServiceNow etc

b. Skilled in SQL scripting

c. Skilled in building Custom Reports on Availability and performance of IT infrastructure building based on the customer requirements

9) Monitoring:

a. Skills in monitoring of infrastructure and application components

10) Database:

a. Data modeling and database design, Database schema creation and management

b. Identify the data integrity violations so that only accurate and appropriate data is entered and maintained.

c. Backup and recovery

d. Web-specific tech expertise for e-Biz, Cloud etc. Examples of this type of technology include XML, CGI, Java, Ruby firewalls, SSL, and so on.

e. Migrating database instances to new hardware and new versions of software from on premise to cloud based databases and vice versa.

11) Quality Analysis:

a. Ability to drive service excellence and continuous improvement within the framework defined by IT Operations Knowledge Examples:

30) Good understanding of customer infrastructure and related CIs.

31) ITIL Foundation certification

32) Thorough hardware knowledge

33) Basic understanding of capacity planning

34) Basic understanding of storage and backup

35) Networking:

a. Hands-on experience in Routers and switches and Firewalls

b. Should have minimum knowledge and hands-on with BGP

c. Good understanding in Load balancers and WAN optimizers

d. Advance back and restore knowledge in backup tools

36) Server:

a. Basic to intermediate powershell / BASH/Python scripting knowledge and demonstrated experience in script based tasks

b. Knowledge of AD group policy management, group policy tools and troubleshooting GPO alerts

c. Basic AD, object creation, DNS concepts, DHCP, DFS

d. Knowledge with tools like SCCM, SCOM administration

37) Storage and Backup:

a. Subject Matter Expert in any of the Storage & Backup technology

38) Tools:

a. Proficient in the understanding and troubleshooting of Windows and Linux family of operating systems

39) Monitoring:

a. Strong knowledge in ITIL process and functions

40) Database:

a. Knowledge in general database management

b. Knowledge in OS System and networking skills