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Associate III - Cloud Infrastructure Services

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Resolve L1 Incidents and service requests within agreed SLAs. Adhering to ITIL best practices, monitor and analyze priority and severity. Follow runbook for troubleshooting, escalate and route tickets, and manage backlogs. Collaborate with different delivery towers for ticket resolution. Install software and patches. Lead customer and vendor calls, organize meetings with stakeholders. Adhere to process and policies, provide training and mentorship. Set performance goals and provide feedback.

Role Proficiency:

Resolve L1 Incident and service requests within agreed SLA
 

Outputs Expected:

Monitoring:

  1. Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.
     
  2. Repetitive alert analysis for finding high ticket generating Cis. Adhere to ITIL best practices


Runbook Reference/Change:

  1. Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes.


Escalation/Elevation/Routing of tickets:

  1. Escalate within organization/customer peer in case of resolution delay.
     
  2. Understand OLA between delivery layers (L1L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process.


Tickets Backlog/Resolution:

  1. Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process.
     
  2. Resolve incidents and SRs within agreed timelines. Execute change tasks for infrastructure.


Collaboration:

  1. Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference.
     
  2. Close/resole L1 tickets with help from respective tower.
     
  3. Actively participate in team/organization-wide initiatives.


Installation:

  1. Install software software/tools and patches


Stakeholder Management:

  1. Lead the customer and vendor calls.
     
  2. Organize meetings with different stake holders. Participate in RCA meetings.


Process Adherence:

  1. Thorough understanding of organization and customer defined process.
     
  2. Consult with mentor when in doubt.
     
  3. Adherence to defined processes.
     
  4. Adhere to organization’ s policies and business conduct.


Training:

  1. On time completion of all mandatory training requirements of organization and customer.
     
  2. Provide On floor training and one-on-one mentorship for new joiners.


Performance Management:

  1. Update FAST Goals in NorthStar
    track
    report and seek continues feedback from peers and manager.
     
  2. Set goals and provide feedback for mentees.
     
  3. Assist new team members to understand the customer environment.
Set alert for similar jobsAssociate III - Cloud Infrastructure Services role in Thiruvananthapuram, India
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Company

UST

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 Years

Category

Software Development

Locations

Thiruvananthapuram, Kerala, India

Qualification

Bachelor

Applicants

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Associate II - Cloud Infrastructure Services

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Posted: a year ago

We are looking for a candidate who can follow and update runbook/SOP, monitor and track service requests, and coordinate to their closure. The candidate should have strong communication skills, analytical ability, and knowledge of ITIL best practices. They should also have skills in troubleshooting, networking, server management, storage and backup, database queries, and end user computing. The candidate should adhere to process adherence, receive training, and actively manage their performance.