Associate III - Cloud Infrastructure Services

Role Proficiency:

Resolve L1 Incident and service requests within agreed SLA

Outcomes:

Measures of Outcomes:

Outputs Expected:

Monitoring:

Runbook Reference/Change:

Escalation/Elevation/Routing of tickets:

Tickets Backlog/Resolution:

Collaboration:

Installation:

Stakeholder Management:

Process Adherence:

Training:

Performance Management:

Skill Examples:

Knowledge Examples:

1) Fair understanding of customer infrastructure ability to co-relate failures

Role: Critical Incident Manager The resource must have Incident, Major Management experience and should possess or have experience in the following: Ability to assess and troubleshoot high severity incidents. Initiate and driving the bridge calls and sending communications. Prepare notifications to be sent to senior and executive stakeholders across the company Ensure normal services are restored as quickly as possible and adverse impact on operations due to incidents under MIM management in IT environment is minimized.

 

Oversee and collaborate with problem management and drive identification of root causes as well as sufficient prevention of incident recurrences Execute MIM accordantly to its processes and tools to provide efficient, high-quality services During MIM calls, relentless focus to reduce unplanned down time to Critical IT Infrastructure as well as Operationally Critical Applications (OCA) After MIM Calls, perform analytics work and develop actions plan to minimize or eliminate future downtimes and drive the implementation of the developed action plan. Drive/Manage service quality, performance, and improvement of service delivery processes as per established governance and reporting Prepare Major IM analysis reports on a weekly, monthly, and quarterly basis to be provided to the Leadership team. Demonstrate clear and definitive understanding of business needs and requirements.

 

Address any potential technical and non-technical issues and escalations within and outside of team which might impact the team s performance adversely. Maintain overview of daily records, incident logs shift planners. Undertake ad-hoc projects as agreed with the Management team. Provide technical expertise for the planning and definition of new requirements, perform feasibility and performance studies, including benchmark, capacity, planning, sizing, etc. Responsible for first level Service Continuity of the operations during regional/location outages. Keep team leads and Management appraised on operational activities, any associated risk/issues, workload distribution and accomplishments; participate in achieving resolutions to identified issues. Seek and provide feedback, mentoring, support, and career development to and from team. Routinely provides informal coaching, technical trainings, through suggestions, feedback, and encouragement to less experienced team members.

 

Be the 1st point of contact in case of any untoward Incidence with respect to work/team dynamics/attitude approach by team members. Ensure positive team satisfaction and strong relationship is maintained for service delivery with cross functional teams Achieve agreed targets in terms of quality and time. Ensure business is not always affected under any circumstance. Achievement of service levels corresponding to industry best practice. Resource must have solid understanding on Data center Infrastructure Technical components, basic functioning specially Networking domain, Azure Cloud knowledge Requirements: 1-3 years of experience Qualification BE, B Tec, BCA, BSc IT ITIL Certification