Associate I - Cloud Infrastructure Services

Job Description

Role Proficiency: Level of Proficiency: Follow the runbook/SOP to monitor, track and co-ordinate to closure incidents/service requests Outcomes: 1) Provide day to day monitoring support for respective work streams (NOC, SOC) 2) Work on incidents and SRs pertaining to respective work streams 3) Track, co-ordinate and close incidents and service requires according agreed service levels Measures of Outcomes: Measures: 1) SLA Adherence 2) Compliance towards runbook based troubleshooting process 3) Time bound elevations and routing of tickets OLA Adherence 4) Manage ticket backlog timelines SLA adherence in managing ticket backlogs 5) Adhere to defined process # of Non-compliance events from internal/external audits 6) % Completion of all mandatory customer and organization training requirements Outputs Expected: Monitoring: Understand Priority and Severity based on ITIL practice; understand agreed SLA with customer and adhere to SLAs Explain and communicate priority incidents to customer/stakeholders Runbook Reference: Follow runbook for troubleshooting; notify lead in case of runbook update Report a mismatch in existing runbook to runbook owner Elevation/Routing of tickets: 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: Follow up on tickets based on agreed timelines, manage ticket backlogs/last activity as per defined process Collaboration: Collaborate with different towers of delivery for ticket resolution (within SLA), document learnings for self-reference Collaborate with other team members for timely resolution of tickets Actively participate in team/organization-wide initiatives Process Adherence: Understand organization and customer defined process. Consult with mentor when in doubt. Adhere to defined processes. Adhere to ITIL best practices. Training: On time completion of all mandatory training requirements of organization and customer Performance Management: Update FAST Goals in NorthStar, track, report and seek continues feedback from peers and manager Skill Examples: 1. Analytical ability to understand big picture of customer issues 2. Strong interpersonal and communication skills 3. Ability to co-relate failures 4. Ability to interact with different teams and customers, with good written, verbal and email etiquette 5. Troubleshooting skills 6. Security a. Security Monitoring - SIEM-Console (work according to the playbook) b. Monitoring and Log Investigation/Correlation c. Malware Analysis / Forensics d. Rule Logic Creation based on use cases or Attack vectors 7. Server a. Ability to understand basic OS and application concepts b. Alert handling and monitoring skills 8. Database: a. Creation of tables, indexes, tablespaces, etc b. Data Management Skills, Analysing Data, looking for patterns. Know how to find records, sort, review and other functions in DB. c. Usage of GROUP BY aggregate functions, check duplicate keys. etc 9. Quality Analysis: a. Ability to adhere to processes and procedure b. Ability to audit processes, procedures and technology Knowledge Examples: 1. ITIL Framework 2. Fair understanding of customer infrastructure 3. Basic hardware knowledge and troubleshooting 4. Desktop support and Software Installation 5. Networking: a. Basic Understanding of IP addressing b. Basic show commands in routers and switches c. Familiar with basic troubleshooting tools such as ping/tracert/netstat etc d. Understand the network monitoring tools such as Nagios, Cacti, SolarWinds etc e. Basic understanding of ticketing tools such as Service-now OR Remedy 6. Security: a. Basic idea and threat hunting of Cyber Security Incident response b. SIEM tools Like QRadar, LogRhythm, Splunk etc. c. External Threat Intelligence in any of the OSINT 7. Server: a. Familiarity in OS backup, basic network sharing and security b. Basic hardware knowledge and troubleshooting c. Familiarity in working with monitoring tools like SCOM, Nagios, Solarwinds, New relic, etc. 8. Storage & Backup a. Basic understanding of Storage & Backup technology b. Basic understanding of Backup, Restore and archive operations c. Basic Understanding of Disk Drives, RAID, SAN Fabrics d. Basic Understanding of Storage & backup Alert Monitoring e. Basic Understanding of Tape Libraries, Backup Appliances, Virtual tape Libraries f. Basic understanding of ticketing tools 9. Monitoring a. Basic understanding of Networking concepts b. Basic knowledge of infrastructure components 10. Database a. Basics of SQL and Relational DBs and normalization b. Data management concepts in systems like Excel, MS Access, MySQL, Postgres etc c. Understanding the principles involved in a relational DB like how indexes, triggers works, etc d. Knowledge of SQL client and Database management tools 11. End User Computing a. Basic end point knowledge b. Basic knowledge on remote support tools c. MS office and other related products d. Basic knowledge on browsers 12. Basic network knowledge,

Keyskills :
new relicms officems accesstape librariesnetwork monitoring toolscyber securityuse casesremote supportsecurity incident responseip addressingdesktop supportitil frameworkservice levels