Description

Role Proficiency

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)

Outcomes

 

  • Mentor new team members in understanding customer infrastructure and processes2) Perform ticket data analysis for incident reduction3) Perform capacity planning based on increased demand 4) Perform root cause analysis to find out corrective and preventive actions after every major incidents and escalations5) Work on problem tickets for finding permanent solutions of repeated issues6) Review and approve roll out and roll back plan for change implementation and ensure adherence for preventing unauthorized changes7) Identify opportunities for continued service improvement and delivery excellence which contributes to cost and optimization benefits to customer

     

Measures Of Outcomes

 

  • SLA Adherence2) Time bound resolution of elevated tickets - OLA3) Manage ticket backlog timelines - OLA4) Adhere to defined process – Number of NCs in internal/external Audits5) Number of KB articles created6) Number of incidents and change ticket handled 7) Number of elevated tickets resolved8) Number of successful change tickets9) % Completion of all mandatory training requirements

     

Resolution

Outputs Expected:

 

  • 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 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 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.)
  • 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 environment day-to-day operations and people management for example roster transport and leaves.
  • Prepare weekly/Monthly/Quarterly governance review slides.

     

Skill Examples

 

  • 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 steps3) Ability to work on an elevated server ticket and solve4) Networking:a. Trouble shooting skills in static and Dynamic routing protocolsb. Should be capable of running netflow analyzers in different product lines5) Servera. Skills in installing and configuring active directory DNS DHCP DFS IIS patch managementb. 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 upa. 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 Interfacesc. Perform Hardware upgrades firmware upgrades Vulnerability remediation storage & backup commissioning and de-commissioning replication setup and management.d. Skilled in server Network and virtualization technologies. Integration of virtualization storage and backup technologiese. 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) Clouda. Skilled in any one of the cloud technologies - AWS Azure GCP.8) Toolsa. Skilled in administration and configuration of monitoring tools like CA UIM SCOM Solarwinds Nagios ServiceNow etcb. Skilled in SQL scriptingc. Skilled in building Custom Reports on Availability and performance of IT infrastructure building based on the customer requirements9) Monitoringa. Skills in monitoring of infrastructure and application components10) Databasea. Data modeling and database design Database schema creation and managementb. Identify the data integrity violations so that only accurate and appropriate data is entered and maintained.c. Backup and recoveryd. 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

 

  • Good understanding of customer infrastructure and related CIs.
  • ITIL Foundation certification3) Thorough hardware knowledge 4) Basic understanding of capacity planning5) Basic understanding of storage and backup6) Networking:a. Hands-on experience in Routers switches and Firewallsb. Should have minimum knowledge and hands-on with BGPc. Good understanding in Load balancers and WAN optimizersd. Advance back and restore knowledge in backup tools7) Server:a. Basic to intermediate powershell / BASH/Python scripting knowledge and demonstrated experience in script based tasksb. Knowledge of AD group policy management group policy tools and troubleshooting GPO sc. Basic AD object creation DNS concepts DHCP DFSd. Knowledge with tools like SCCM SCOM administration8) Storage and Backup:a. Subject Matter Expert in any of the Storage and Backup technology9) Tools:a. Proficient in the understanding and troubleshooting of Windows and Linux family of operating systems10) Monitoring:a. Strong knowledge in ITIL process and functions11) Database:a. Knowledge in general database management b. Knowledge in OS System and networking skills


 

Desired Skills and Experience

Linux System Administration,Unix Administration,Microsoft Azure

Key Skills
Education

Any Graduate

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