IT-Cloud Infrastructure - Lead I - Cloud Infrastructure Services

Title:

Cloud Infrastructure

Expectations from this Role
Key Responsibilities:
Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide mentorship (hierarchical or lateral) to junior associates
Update SOP with updated troubleshooting instructions and process changes
Mentor new team members in understanding customer infrastructure and processes
Perform alert analysis for driving incident reduction
Escalate high-priority incidents to customer and organization stakeholders for quicker resolution
Contribute to planning and successful migration of platforms
Provide inputs for root cause analysis after major incidents to define preventive and corrective actions
Typical Performance Measures:

SLA adherence
Time-bound resolution of elevated tickets - OLA
Manage ticket backlog timelines - OLA
Adhere to defined process - Number of findings in internal/external audits
Number of KB articles created
Number of incidents and change tickets handled
Number of elevated tickets resolved
Number of successful change tickets
Percentage completion of all mandatory training requirements
Performance Areas:

Resolution: Understand priority and severity based on ITIL practices and resolve trouble tickets within agreed resolution SLA. Execute change control tickets as documented in the implementation plan
Troubleshooting: Troubleshoot issues based on available information from previous tickets or by consulting seniors. Participate in online knowledge forums and convert new steps into KB articles
Escalation/Elevation: Escalate within the organization or customer peer in case of resolution delay. Understand OLA between delivery layers (L1, L2, L3, etc.) and adhere to OLA. Elevate to the next level and work on elevated tickets from L1
Tickets Backlog/Resolution: Follow up on tickets based on agreed timelines, manage ticket backlogs as per defined processes, resolve incidents and service requests within agreed timelines, and execute change tickets for infrastructure
Installation: Install and configure tools, software, and patches
Runbook/KB: Update KB with new findings and document troubleshooting steps
Collaboration: Collaborate with different delivery teams for ticket resolution within SLA, collaborate with team members for timely resolution, actively participate in team/organization-wide initiatives, and coordinate with UST ISMS teams for resolving connectivity-related issues
Stakeholder Management: Lead customer and vendor calls, organize meetings with stakeholders, and take ownership of internal communications and related change management
Strategic: Define strategies on data management, policy management, and data retention management. Support IT strategy definition for relevant scope and ensure strategy tracking and updates
Process Adherence: Thorough understanding of organizational and customer-defined processes. Suggest process improvements and CSI ideas and adhere to organizational policies and business conduct
Process/Efficiency Improvement: Identify opportunities to enhance service levels and address issues in service delivery, take accountability for overall productivity efforts, and collaborate closely with Finance
Process Implementation: Coordinate and monitor IT process implementation within the function
Compliance: Support information governance activities and audit preparations, act as a function SPOC for IT audits, and coordinate objective-setting processes
Training: Complete all mandatory training requirements on time, provide on-floor training and mentorship for new joiners, and complete certifications of respective career paths
Performance Management: Update FAST Goals in NorthStar, track and report performance, set goals for team members and mentees, and assist new team members in understanding the customer environment
Skill Examples:

Good communication skills (written, verbal, and email etiquette) to interact with different teams and customers
Modify/create runbooks based on suggested changes or new findings
Ability to work on elevated server tickets and solve complex issues
Networking: Troubleshooting skills in static and dynamic routing protocols and capability to run netflow analyzers across product lines
Server: Skills in installing and configuring Active Directory, DNS, DHCP, Client, IIS, and patch management. Excellent troubleshooting skills in technologies like AD replication, DNS issues, and managing high availability solutions
Storage and Backup: Ability to give recommendations to customers, perform storage and backup enhancements, and manage change processes. Skilled in core fabric technology, storage design, hardware upgrades, and backup commissioning/decommissioning
Cloud: Skilled in any one cloud technology such as AWS, Azure, or GCP
Tools: Skilled in monitoring tool administration and configuration (e.g., CA UIM, SCOM, SolarWinds, Nagios, ServiceNow), SQL scripting, and building custom reports
Monitoring: Experience in monitoring infrastructure and application components
Database: Skills in data modeling, schema management, backup and recovery, and migrating database instances
Knowledge Examples:

Good understanding of customer infrastructure and related configuration items
ITIL Foundation certification
Thorough hardware knowledge
Basic understanding of capacity planning and storage/backup solutions
Networking: Hands-on experience with routers, switches, firewalls, BGP, load balancers, and WAN optimizers
Server: Powershell/BASH/Python scripting knowledge, AD group policy management, SCCM/SCOM administration
Storage and Backup: SME expertise in storage and backup technology
Tools: Proficiency in Windows/Linux OS troubleshooting
Monitoring: Strong knowledge of ITIL processes and functions
Database: General database management, OS systems, networking skills, and migration of database instances to cloud-based platforms