Specialist II - Cloud Infrastructure Services

Job Description

Role Proficiency: Level of Proficiency: Resolve complex trouble tickets spanning across different technologies and fine tune infrastructure for optimum performance and/or provide technical, people and financial management (Hierarchical or Lateral) Outcomes: 1) Mentor new team members in understanding customer infrastructure and processes 2) Review and approve RCA prepared by team and drive corrective and preventive actions for permanent resolution 3) Review problem tickets for timely closure. Measure incident reduction achieve by problem record for showcasing during Governance review 4) Provide technical leadership for change implementation 5) Review CSI initiatives and aggressively drive for time bound closure to achieve optimization and efficiency goals 6) Drive delivery finance goal to achieve project forecast numbers 7) Work on proposals and PIP for identified greenfield opportunity to increase revenue Measures of Outcomes: Measures: 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 10) Overall financial goals of project 11) % of incident reduction by problem management 12) Number of repeated escalations for the same technical issue Outputs Expected: Resolution/Response: Daily review of resolution and response SLA for early intervention of SLA management Troubleshooting: Troubleshooting based on available information from previous tickets or consulting with seniors. Participate in online knowledge forums reference. Convert the new steps to KB article Perform logical/analytical troubleshooting. Work on problem tickets to identify permanent solutions. Assist and lead technical teams to rope in technology experts for complex issues Escalation/Elevation: Escalate within organization/customer peer in case of resolution delay. Define OLA between delivery layers (L1, L2, L3 etc), and enforce adherence. SPOC for any customer and leadership escalations 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. Runbook/KB: Review KB compliance and suggest changes. Initiate and drive periodic SOP review with customer stake holders 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 functions 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-on-one mentorship for new joiners. Complete certification of respective career paths. Explore cross training possibilities for improved efficiency and career growth. 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 understanding the customer environment, day-to-day operations and people management, for example roster, transport and leaves. Prepare weekly/Monthly/Quarterly governance review slides. Drive finance goals of the account. 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 an elevated server tickets to resolution 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 and backup enhancements. Perform change management. b. Skilled in in core fabric technology, storage design and implementation. Hands on experience in 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 and backup team; review the quality of ITSM process followed by the team. 7) Cloud: a. Skilled in any one of the cloud technologies - AWS, Azure, GCP. 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. Identification of 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: 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 6) Networking: a. Hands-on experience in Routers, witches 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 7) 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 8) Storage and Backup: a. Subject Matter Expert in any of the and Backup technologies 9) Tools: a. Proficient in understanding and troubleshooting of Windows and Linux family of operating systems 10) Monitoring: a. Strong knowledge in ITIL process and functions 11) Database: a. Knowledge in general database management b. Knowledge in OS System and networking skills,

Keyskills :
data retentionsql scriptingservice levelssecurity riskdata integrityitil processgroup policyit strategysla managementenvironmental impact assessmentit operationscustom reportsit auditdata modeling