L3 Escalation--Associate III - Cloud Infrastructure Services

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 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 analysis 10) Number of installation SR handled for endpoints / change tasks completed for infrastructure 11) Number of L1 tickets closed

Outputs Expected:

Monitoring:

1. Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.
2. Repetitive 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 (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:

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.

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 s 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 Ciscos 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 se. 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:

Detailed JD: As an L3 Escalation Engineer, you will be the cornerstone of our commitment to customer satisfaction. You will tackle the most complex technical challenges our customers face, working closely with our software engineering, product management, and other key stakeholders to deliver solutions that not only solve immediate issues but also contribute to the overall product quality. In addition to taking ownership of escalated support incidents, you will have the opportunity to develop new processes, practices and technical capabilities in our organization. Alongside escalation incidents, the team also engage directly with customers to demonstrate our software products, and support customers in the configuration and deployment of these products in their environment. Key Responsibilities: Serve as the final escalation point for complex issues related to our software products, ensuring timely resolution and excellent customer service. Collaborate with software engineering teams to identify, diagnose, and resolve software defects. Work with product management to communicate customer feedback and contribute to product improvement and innovation. Develop and maintain comprehensive technical documentation to aid in the swift resolution of future escalations. Colate and share incident overviews, weekly and monthly reporting and sharing with stakeholders and leadership. Provide mentorship and guidance to L1 and L2 Tech Support, enhancing their technical capabilities and deflecting volume from L3. Participate in after-hours on-call rotations to ensure 24/7 support for critical issues. Experience Requirements: Bachelor s degree in Computer Science/Software Development/Business Analytics or a degree plus relevant professional experience Minimum of 5 years of experience in a software engineering or software support role, including at least 3 years at a senior level Proven track record of resolving complex technical issues in a customer-facing environment. Strong understanding of and agile software development methodologies. Experience with troubleshooting and debugging tools. Highly proficient in tools such as Jira, ServiceNow, Power BI, Microsoft Office etc. Excellent communication and collaboration skills, with the ability to articulate technical concepts to non-technical stakeholders.