Job Description

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Role Proficiency: Resolve L1 Incident and service requests within agreed SLA

Outcomes: 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes3) Mentor new team members in understanding customer infrastructure and processes4) Perform alert analysis for driving incident reduction5) Resolve L1 incidents and service requests

Measures of Outcomes: 1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets - OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements9) Number of tickets reduced by alert analysis 10) Number of installation SR handled for endpoints / change tasks completed for infrastructure 11) Number of L1 tickets closed

Outputs Expected: 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 respective teams/customer based on defiled 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/resole L1 tickets with help from respective tower.

• Actively participate in team/organization-wide initiatives.

Installation: * Install software software/tools and patches

Stakeholder Management: * Lead the customer and vendor calls.

• Organize meetings with different stake holders. 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 continues feedback from peers and manager.

• Set goals and provide feedback for mentees.

• Assist new team members to understand the customer environment.

Skill Examples: 1) Good communication skills (Written verbal and email etiquette) to interact with different teams and customers2) Networking:a. Good in Monitoring tools and Device back up schedulingb. Basic DHCP and DNS configuration in routers and switchesc. Basic troubleshooting skills in \'show ip route\' \'sh mac address-table\' etcd. Static and dynamic IP routing protocols basics3) Server:a. Basic to intermediate powershell / BASH/Python scripting skillsb. Manual patch of QA serverc. Analyse space alerts from a server and engage Capacity Mgmt. team for disc expansion4) Storage and Back upa. Ability to handle Storage and Backup issues independentlyb. Ability to handle Vendor management Device management Storage array managementc. Perform Hardware upgrades firmware upgrades Vulnerability remediationd. Ticket analysis Storage and backup Performance management various trouble shootings5) Database:a. Patching and upgrading the DB server and application toolsb. Tweak queries making them run as fast as possiblec. Logical and Physical Schema design (indexing constraints partitioning etc.)d. Ability to visualize debug the end-to-end flow of business transaction model and applicationse. DB migration export/import

Knowledge Examples: 1) Fair understanding of customer infrastructure ability to co-relate failures 2) Monitoring knowledge in infrastructure tools3) Networkinga. IP addressing and Subnetting knowledgeb. Preferably certified in Cisco\'s basic certification trackc. IOS upgradation knowledge and IOS patching knowledge4) Servera. Intermediate level knowledge in active directory DNS DHCP DFS IIS patch managementb. Strong knowledge in backup tools such as Veritas/Commvault/Windows backup storage concepts etcc. Strong Virtualization and basic cloud knowledged. AD group policy management group policy tools and troubleshooting GPO alertse. Basic AD object creation DNS concepts DHCP DFSf. Knowledge with tools like SCCM SCOM administration5) Storage and Backupa. In depth knowledge in Storage & Backup technology Storage allocation and reclamation Backup policy creation and managementb. Strong knowledge in server Network and virtualization technologies6) Toola. Knowledge in Infrastructure and application technologiesb. Understanding of monitoring concepts and processc. Understanding of key network monitoring protocols including SNMP NetFlow WMI syslog etcd. Knowledge in administration of tools like SCOM Solarwinds CA UIM Nagios ServiceNow etc7) Monitoringa. Good understanding of networking concepts and protocolsb. Knowledge in Server backup storage technologiesc. Desirable to have knowledge in SQL scriptingd. Knowledge in ITIL process8) Database:a. Knowledge of Database security9) Quality Analysisa. Exposure to FMEA audit practicesb. Exposure to technology/processes as per audit requirements.10) Working knowledge of MS Excel Word PPT Outlook etc.
Additional Comments:

What you\'ll do \xe2\x80\xa2 Work as part of a Global multi-locational cross-matrix team in a dynamic environment \xe2\x80\xa2 Be a key part of our team to drive forward and maintain our technical estate \xe2\x80\xa2 A predominantly operational and sustaining engineering role, with change and project work as required \xe2\x80\xa2 Working closely with other teams such including Service Desk, Platforms, Information Security and End User Services \xe2\x80\xa2 Proactively own incidents, problems or issues adhering to SLA\'s and OLA\'s where relevant \xe2\x80\xa2 Act as a technical resource for change requests and project works \xe2\x80\xa2 Act as a technical resource for maintenance, firmware upgrades, and recurring patch cycles \xe2\x80\xa2 Utilise documented Standard Operating Procedures and other documentation provided \xe2\x80\xa2 Work using ServiceNow to update incidents and requests \xe2\x80\xa2 Adhere to Information Security and Compliance policies and standards \xe2\x80\xa2 Highlight any cost saving, shift left or automation opportunities, gaps or possible improvements in the Standard Operating Procedure library, other support documentation and general processes within the Serviceline as part of the Continual Service Improvement process. \xe2\x80\xa2 Provide the highest level of internal customer service \xe2\x80\xa2 Shift work, weekend work and being on-call will be required The knowledge, experience and qualifications you need \xe2\x80\xa2 A love for technology, a desire to learn and an eagerness to progress \xe2\x80\xa2 Experience of working as part of a global team \xe2\x80\xa2 Experience of managing a ticket based workload \xe2\x80\xa2 Experience providing support using documented operating procedures and processes \xe2\x80\xa2 Strong communication skills \xe2\x80\xa2 Ability to effectively and efficiently prioritise and execute tasks within a high-pressured environment \xe2\x80\xa2 Knowledge of the following\xe2\x80\xa6 \xe2\x80\xa2 Wintel Technologies ? Microsoft Windows Operating Systems ? IIS ? File Systems ? DNS / DHCP / DFS \xe2\x80\xa2 Identity & Security ? Anti-virus ? Domain Controllers, Active Directory ? Single Sign-On / ADFS / MFA ? Security tools ? Segregated environments (eg DMZ) ? Patch Management ? Certificate Management \xe2\x80\xa2 Virtualisation & Automation ? Citrix ? Virtualisation / VMWare / VDI ? Automation tools ? Hyper converged technologies ? PowerShell scripting skills The knowledge, experience and qualifications that will help \xe2\x80\xa2 Experience of working in the financial sector \xe2\x80\xa2 Experience of working within the ITIL Framework \xe2\x80\xa2 Experience of ServiceNow \xe2\x80\xa2 Experience of Splunk \xe2\x80\xa2 Experience of UCS B class and C class servers \xe2\x80\xa2 Experience of working with UNIX/LINUX \xe2\x80\xa2 Knowledge of storage solutions \xe2\x80\xa2 Knowledge of backup solutions \xe2\x80\xa2 Knowledge of Cloud computing \xe2\x80\xa2 Working in an Agile environment \xe2\x80\xa2 A degree-level qualification in a computing or technical discipline What you\'ll be like \xe2\x80\xa2 A keen team player with the ability to work across time zones \xe2\x80\xa2 Desire to care about the details \xe2\x80\xa2 A great problem solver \xe2\x80\xa2 Self-motivated and enthusiastic \xe2\x80\xa2 Able to be flexible and work under pressure and with tight deadlines \xe2\x80\xa2 Willing to learn and willing to train

About Us: For more than 20 years, UST has worked side by side with the world\'s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by our purpose, we partner with our clients from design to operation. Through our nimble approach, we identify their core challenges, and craft disruptive solutions that bring their vision to life. With deep domain expertise and a future-proof philosophy, we embed innovation and agility into our clients\' organizations-delivering measurable value and lasting change across industries, and around the world. Together, with over 29,000 employees in 30 countries, we build for boundless impact-touching billions of lives in the process.

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