Job title: Lead I – Cloud Infrastructure Companies
Firm: UST World
Job Description: Job Description:
Resolve enterprise hassle tickets inside agreed SLA and lift downside tickets for everlasting decision and/or present mentorship (Hierarchical or Lateral) to junior associates
Measures of Outcomes:
Decision: * Perceive Precedence and Severity primarily based on ITIL apply resolve hassle ticket inside agreed decision SLA
- Execute change management tickets as documented in implementation plan
Troubleshooting: * Troubleshooting primarily based on out there data from earlier tickets or consulting with seniors Take part in on-line data boards reference.
- Covert the brand new steps to KB article
- Carry out logical/analytical troubleshooting
Escalation/Elevation: * Escalate inside group/buyer peer in case of decision delay.
- Perceive OLA between supply layers (L1 L2 L3 and many others) adhere to OLA.
- Elevate to subsequent stage work on elevated tickets from L1
Tickets Backlog/Decision: * Observe up on tickets primarily based on agreed timelines handle ticket backlogs/final exercise as per outlined course of.
- Resolve incidents and SRs inside agreed timelines.
- Execute change tickets for infrastructure
Set up: * Set up and configure instruments software program and patches
Runbook/KB: * Update KB with new findings
- Doc and document troubleshooting steps as data base
Collaboration: * Collaborate with completely different towers of supply for ticket decision (inside SLA resolve L1 tickets with assist from respective tower.
- Collaborate with different group members for well timed decision of tickets.
- Actively take part in group/organization-wide initiatives.
- Co-ordinate with UST ISMS groups for resolving connectivity associated points.
Stakeholder Administration: * Lead the client calls and vendor calls.
- Set up assembly with completely different stake holders.
- Take possession for operate’s inside communications and associated change administration.
Strategic: * Outline the technique on information administration coverage administration and information retention administration.
- Help definition of the IT technique for the operate’s related scope and be accountable for guaranteeing the technique is tracked benchmarked and up to date for the realm owned.
Course of Adherence: * Thorough understanding of group and buyer outlined course of.
- Counsel course of enhancements and CSI concepts.
- Adhere to group’ s insurance policies and enterprise conduct.
Course of/effectivity Enchancment: * Proactively determine alternatives to extend service ranges and mitigate any points in service supply inside the operate or throughout capabilities.
- Take accountability for general productiveness efforts inside the operate together with coordination of operate particular duties and shut collaboration with Finance.
Course of Implementation: * Coordinate and monitor IT course of implementation inside the operate
Compliance: * Help data governance actions and audit preparations inside the operate.
- Act as a operate SPOC for IT audits in native websites (incl. preparation interface to native group mitigation of findings and many others.) and work intently with ISRM (Info Safety Threat Administration). Coordinate general goal setting preparation and facilitate course of to be able to obtain constant goal setting in operate Job Description.
- Coordination Help for CSI throughout all companies in CIS and past.
Coaching: * On time completion of all obligatory coaching necessities of group and buyer.
- Present On ground coaching and one to 1 mentorship for brand spanking new joiners.
- Full certification of respective profession paths.
Efficiency Administration: * Update FAST Objectives in NorthStar observe report and search continues suggestions from friends and supervisor.
- Set targets for group members and mentees and supply suggestions
- Help new group members to grasp the client setting
1) Good understanding of buyer infrastructure and associated CIs.
Location: Bangalore, Karnataka
Job Publish Date: Wed, 14 Jul 2021 07:37:53 GMT
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