Associate II - Cloud Infrastructure Services Jobs in Mumbai - UST

Job Description

Role Proficiency: Level of Proficiency: Follow/update runbook/SOP to monitor, track and co-ordinate to closure/service requests Outcomes: 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity 2) Update SOP with updated troubleshooting instructions and process changes 3) Mentor new team members in understanding customer infrastructure and processes Measures of Outcomes: Measures: 1) SLA Adherence 2) Compliance towards runbook based troubleshooting process 3) Time bound elevations and routing of tickets – OLA Adherence 4) Schedule Adherence in managing ticket backlogs 5) # of NCs in internal/external audits 6) Number of KB changes suggested 7) Production readiness of new joiners within agreed timeline by one-on-one mentorship 8) % Completion of all mandatory training requirements Outputs Expected: Monitoring: Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere. Adhere to ITIL best practices Runbook Reference: Follow runbook for troubleshooting, record troubleshooting steps and provide inputs for runbook changes. Use KB/SOP to resolve tickets, update KB/SOP with new findings Tickets Backlog: Follow up on tickets based on agreed timelines, manage ticket backlogs/last activity as per defined process Collaboration: Collaborate with different towers of delivery for ticket resolution (within SLA), document learnings for self-reference. Actively participate in team/organization-wide initiatives. Collaborate with other team members for timely resolution of tickets. Assist new team members to understand the customer environment. 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 continues feedback from peers and manager.