Dear *Professional*,
Hope you are doing great today...
This is *BABU, BDM FROM PANTAR SOLUTIONS INC*, we are an Information
Technology and Business Consulting firm specializing in Project-based
Solutions and Professional Staffing Services. Please have a look at below
position which is with our Client and let me know your interest ASAP. I
would really appreciate if you could send me your *MOST RECENT UPDATED
RESUME*:
* Job Title: IT|Cloud Infrastructure - Lead I - Cloud Infrastructure
ServicesREMOTE*
Job Description: Expectations from this role:
Resolve enterprise trouble tickets within agreed SLA and raise problem
tickets for permanent resolution and/or provide mentorship (Hierarchical or
Lateral) to junior associates
7) Update SOP with updated troubleshooting instructions and process
changes
8) Mentor new team members in understanding customer infrastructure
and processes
9) Perform alert analysis for driving incident reduction
10) Escalate high priority incidents to customer and organization
stakeholders for quicker resolution
11) Contribute to planning and successful migration of platforms
12) Resolve enterprise trouble tickets within agreed SLA and raise
problem tickets for permanent resolution
13) Provide inputs for root cause analysis after major incidents to
define preventive and corrective actionsTypical performance measures:
26) SLA Adherence
27) Time bound resolution of elevated tickets - OLA
28) Manage ticket backlog timelines - OLA
29) Adhere to defined process – Number of NCs in internal/external
Audits
30) Number of KB articles created
31) Number of incidents and change ticket handled
32) Number of elevated tickets resolved
33) Number of successful change tickets
34) % Completion of all mandatory training requirementsPerformance
Areas:
Resolution:
Understand Priority and Severity based on ITIL practice, resolve trouble
ticket within agreed resolution SLA
Execute change control tickets as documented in implementation plan
Troubleshooting:
Troubleshooting based on available information from previous tickets or
consulting with seniors Participate in online knowledge forums reference.
Covert the new steps to KB article
Perform logical/analytical troubleshooting
*Escalation/Elevation:*
Escalate within organization/customer peer in case of resolution delay.
Understand OLA between delivery layers (L1, L2, L3 etc), adhere to OLA.
Elevate to next level, work on elevated tickets from L1
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 tickets for infrastructure
Installation:
Install and configure tools, software and patches
Runbook/KB:
Update KB with new findings
Document and record troubleshooting steps as knowledge base
Collaboration:
Collaborate with different towers of delivery for ticket resolution (within
SLA resolve L1 tickets with help from respective tower.
Collaborate with other team members for timely resolution of tickets.
Actively participate in team/organization-wide initiatives.
Co-ordinate with UST ISMS teams for resolving connectivity related issues.
Stakeholder Management:
Lead the customer calls and vendor calls.
Organize meeting with different stake holders.
Take ownership for function's internal communications and related change
management.
Strategic:
Define the strategy on data management, policy management and data
retention management. Support definition of the IT strategy for the
function’s relevant scope and be accountable for ensuring the strategy is
tracked, benchmarked and updated for the area owned.
Process Adherence:
Thorough understanding of organization and customer defined process.
Suggest process improvements and CSI ideas.
Adhere to organization’ s policies and business conduct.
Process/efficiency Improvement:
Proactively identify opportunities to increase service levels and mitigate
any issues in service delivery within the function or across functions.
Take accountability for overall productivity efforts within the function,
including coordination of function specific tasks and close collaboration
with Finance.
Process Implementation:
Coordinate and monitor IT process implementation within the function
Compliance:
Support information governance activities and audit preparations within the
function.
Act as a function SPOC for IT audits in local sites (incl. preparation,
interface to local organization, mitigation of findings etc.) and work
closely with ISRM (Information Security Risk Management). Coordinate
overall objective setting preparation and facilitate process in order to
achieve consistent objective setting in function Job Description.
Coordination Support for CSI across all services in CIS and beyond.
Performance Management:
Update FAST Goals in NorthStar, track, report and seek continues feedback
from peers and manager.
Set goals for team members and mentees and provide feedback
Assist new team members to understand the customer environmentSkill
Examples:
1) Good communication skills (Written, verbal and email etiquette) to
interact with different teams and customers.
2) Modify / Create runbooks based on suggested changes from juniors or
newly identified steps
3) Ability to work on an elevated server ticket and solve
4) Networking:
a. Trouble shooting skills in static and Dynamic routing protocols
b. Should be capable of running netflow analyzers in different product
lines
5) Server:
a. Skills in installing and configuring active directory, DNS, DHCP,
DFS, IIS, patch management
b. Excellent troubleshooting skills in various technologies like AD
replication, DNS issues, etc.
c. Skills in managing high availability solutions, like failover
clustering, Vmware clustering etc.
6) Storage and Back up:
a. Ability to give recommendations to customers. Perform Storage &
backup enhancements. Perform change management.
b. Skilled in in core fabric technology, Storage design and
implementation. Hands on experience on backup and storage Command Line
Interfaces
c. Perform Hardware upgrades, firmware upgrades, Vulnerability
remediation, storage and backup commissioning and de-commissioning,
replication setup and management.
d. Skilled in server, Network and virtualization technologies.
Integration of virtualization, storage and backup technologies
e. Review the technical diagrams, architecture diagrams and modify the
SOP and documentations based on business requirements.
f. Ability to perform the ITSM functions for storage & backup team and
review the quality of ITSM process followed by the team.
7) Cloud:
a. Skilled in any one of the cloud technologies - AWS, Azure, GCP.
8) Tools:
a. Skilled in administration and configuration of monitoring tools
like CA UIM, SCOM, Solarwinds, Nagios, ServiceNow etc
b. Skilled in SQL scripting
c. Skilled in building Custom Reports on Availability and performance
of IT infrastructure building based on the customer requirements
9) Monitoring:
a. Skills in monitoring of infrastructure and application components
10) Database:
a. Data modeling and database design, Database schema creation and
management
b. Identify the data integrity violations so that only accurate and
appropriate data is entered and maintained.
c. Backup and recovery
d. Web-specific tech expertise for e-Biz, Cloud etc. Examples of this
type of technology include XML, CGI, Java, Ruby firewalls, SSL, and so on.
e. Migrating database instances to new hardware and new versions of
software from on premise to cloud based databases and vice versa.
11) Quality Analysis:
a. Ability to drive service excellence and continuous improvement
within the framework defined by IT Operations Knowledge Examples:
30) Good understanding of customer infrastructure and related CIs.
31) ITIL Foundation certification
32) Thorough hardware knowledge
33) Basic understanding of capacity planning
34) Basic understanding of storage and backup
35) Networking:
a. Hands-on experience in Routers and switches and Firewalls
b. Should have minimum knowledge and hands-on with BGP
c. Good understanding in Load balancers and WAN optimizers
d. Advance back and restore knowledge in backup tools
36) Server:
a. Basic to intermediate powershell / BASH/Python scripting knowledge
and demonstrated experience in script based tasks
b. Knowledge of AD group policy management, group policy tools and
troubleshooting GPO alerts
c. Basic AD, object creation, DNS concepts, DHCP, DFS
d. Knowledge with tools like SCCM, SCOM administration
37) Storage and Backup:
a. Subject Matter Expert in any of the Storage & Backup technology
38) Tools:
a. Proficient in the understanding and troubleshooting of Windows and
Linux family of operating systems
39) Monitoring:
a. Strong knowledge in ITIL process and functions
40) Database:
a. Knowledge in general database management
b. Knowledge in OS System and networking skills
*PLEASE NOTE:*
If for any reason this does not interest you or you felt uncomfortable by
any part of this email, I sincerely apologize. Please consider this E-mail
as a request for referrals and feel free in forward this email to anyone
whom you might find a fit.
*Thanks & Regards,*
Babu
Pantar Solutions Inc
11605 N Community House Rd, Suite 102,
Charlotte NC 28277
Contact: 1 (704) 368-8464
E-Mail: [email protected]
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