2022 Specialist I - Cloud Infrastructure Services - Thiruvananthapuram null

About the role

Resolve complex trouble tickets spanning across different technologies and fine-tune infrastructure for optimum performance and/or provide technical and people leadership (Hierarchical or Lateral)

Expected Outcomes

Resolution

• Understand Priority and Severity based on ITIL practice resolve trouble ticket within agreed resolution SLA

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.
• Work on and resolve complex tickets spanning across multiple technology towers

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 the knowledge base

Collaboration

• Collaborate with different towers of delivery for ticket resolution (within SLA resolve L1 tickets with help from the 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 and vendor calls.
• Organize meetings with different stakeholders.
• Take ownership of the function's internal communications and related change management.

Strategic

• Define the strategy for 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 the organization and customer-defined process.
• Suggest process improvements and CSI ideas.
• Adhere to the 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.)
• Work closely with ISRM (Information Security Risk Management).
• Coordinate overall objective setting preparation and facilitate the 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 the NorthStar track report and seek continuous feedback from peers and managers.
• Set goals for team members and mentees and provide feedback.
• Assist new team members to understand the customer environment day-to-day operations and people management for example roster transport and leaves.
• Prepare weekly/Monthly/Quarterly governance review slides.

Knowledge Examples

• Good understanding of customer infrastructure and related CIs.