Cloud Infrastructure - Associate III

Expectations from this role:

Resolve L1 Incident and service requests within agreed SLA

Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity.

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.

Resolve L1 incidents and service requests.

Typical performance measures:

SLA Adherence

Compliance towards runbook based troubleshooting process

Time bound elevations and routing of tickets – OLA Adherence

Schedule Adherence in managing ticket backlogs of NCs in internal/external audits

Number of KB changes suggested

Production readiness of new joiners within agreed timeline by one-on-one mentorship

Completion of all mandatory training requirements

Number of tickets reduced by alert analysis

Number of installation SR handled for endpoints / change tasks completed for infrastructure

Number of L1 tickets closed

Performance Areas:

Monitoring:

Understand Priority and Severity based on ITIL practice.

Understand agreed SLA with customer and adhere.

Repetitive alert analysis for finding high ticket generating Cis.

Adhere to ITIL best practices.

Runbook Reference/Change:

Follow runbook for troubleshooting.

Record troubleshooting steps and provide inputs for runbook changes.

Escalation/Elevation/Routing of tickets:

Escalate within organization/customer peer in case of resolution delay.

Understand OLA between delivery layers (L1, L2, L3 etc).

Adhere to OLA.

Route the tickets to relevant queue.

Initiate intimation to respective teams/customer based on defined process.




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 tasks for infrastructure.




Collaboration:

Collaborate with different towers of delivery for ticket resolution (within SLA).

Document learnings for self-reference.

Close/resolve L1 tickets with help from respective tower.

Actively participate in team/organization-wide initiatives.

Installation:

Install software/tools and patches.

Stakeholder Management:

Lead the customer and vendor calls.

Organize meetings with different stakeholders.

Participate in RCA meetings.

Process Adherence:

Thorough understanding of organization and customer defined process.

Consult with mentor when in doubt.

Adherence to defined processes.

Adhere to organization’s policies and business conduct.

Training:

On-time completion of all mandatory training requirements of organization and customer.

Provide on-floor training and one-on-one mentorship for new joiners.

Performance Management:

Update FAST Goals in NorthStar.

Track, report, and seek continuous feedback from peers and manager.

Set goals and provide feedback for mentees.

Assist new team members to understand the customer environment.

Skill Examples:

Good communication skills (Written, verbal, and email etiquette) to interact with different teams and customers.

Networking:

Good in Monitoring tools and Device backup scheduling.

Basic DHCP and DNS configuration in routers and switches.

Basic troubleshooting skills in ‘show ip route’ ‘sh mac address-table’ etc.

Static and dynamic IP routing protocols basics.

Server:

Basic to intermediate powershell / BASH/Python scripting skills.

Manual patch of QA server.

Analyze space alerts from a server and engage Capacity Mgmt. team for disc expansion.

Storage and Backup:

Ability to handle Storage and Backup issues independently.

Ability to handle Vendor management, Device management, Storage array management.

Perform Hardware upgrades, firmware upgrades, Vulnerability remediation.

Ticket analysis, Storage and backup Performance management, various trouble shootings.

Database:

Patching and upgrading the DB server and application tools.

Tweak queries making them run as fast as possible.

Logical and Physical Schema design (indexing, constraints, partitioning, etc.).

Ability to visualize, debug the end-to-end flow of business transaction model and applications.

DB migration, export/import.

Knowledge Examples:

Fair understanding of customer infrastructure, ability to co-relate failures.

Monitoring knowledge in infrastructure tools.

Networking:

IP addressing and Subnetting knowledge.

Preferably certified in Cisco's basic certification track.

IOS upgradation knowledge and IOS patching knowledge.

Server:

Intermediate level knowledge in active directory, DNS, DHCP, DFS, IIS, patch management.

Strong knowledge in backup tools such as Veritas/Commvault/Windows backup, storage concepts etc.

Strong Virtualization and basic cloud knowledge.

AD group policy management, group policy tools and troubleshooting GPO alerts.

Basic AD, object creation, DNS concepts, DHCP, DFS.

Knowledge with tools like SCCM, SCOM administration.

Storage and Backup:

In-depth knowledge in Storage & Backup technology.

Storage allocation and reclamation.

Backup policy creation and management.

Strong knowledge in server, Network, and virtualization technologies.

Tool:

Knowledge in Infrastructure and application technologies.

Understanding of monitoring concepts and process.

Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.

Knowledge in administration of tools like SCOM, Solarwinds, CA UIM, Nagios, ServiceNow, etc.

Monitoring:

Good understanding of networking concepts and protocols.

Knowledge in Server, backup, storage technologies.

Desirable to have knowledge in SQL scripting.

Knowledge in ITIL process.

Database:

Knowledge of Database security.

Quality Analysis:

Exposure to FMEA audit practices.

Exposure to technology/processes as per audit requirements.

Working knowledge of MS Excel, Word, PPT, Outlook etc.

Education: Bachelors Degree