Job Description

2 - 3 Years
1 Opening
Trivandrum

Role description

Job Role:

Globalscape Support Engineer

Job Location

: Any UST Office

Primary Skill

: Globalscape, .Net

About the Role

We are seeking skilled professionals to join Aptia's Command Center and Service Excellence functions, responsible for ensuring uninterrupted IT service operations, proactive monitoring, reporting, and governance. The ideal candidates will bring hands-on experience in infrastructure monitoring, analytics, and compliance within a global IT environment.

1. Command Center Engineer

Key Responsibilities

Monitor and manage IT infrastructure (Cloud, Server, Network, Security) on a 24x7 basis. Operate across

NOC (Network Operations Center), SOC (Security Operations Center), and ROC (Recovery Operations Center)

functions. Use monitoring and observability tools such as

Datadog, AWS CloudWatch, CloudTrail, GuardDuty

, and related platforms. Perform

real-time incident detection, correlation, triage, and escalation

as per defined SOPs. Execute

initial troubleshooting

and coordinate with resolver teams to ensure quick resolution. Maintain incident logs, reports, and ensure

SLA adherence

with minimal business disruption. Support continuous improvement by identifying monitoring gaps and optimizing thresholds.

Required Skills & Experience

3-6 years of experience in

IT Command Center / NOC / SOC

operations. Strong knowledge of

infrastructure operations

,

ITIL processes

, and

incident management workflows

. Hands-on experience with

cloud monitoring (AWS preferred)

and

security event monitoring

tools. Excellent

communication and coordination

skills across global teams. Certifications like

ITIL Foundation, AWS Cloud Practitioner, CompTIA Security+

are preferred.

2. Reporting & Analytics SME

Key Responsibilities

Develop and maintain

Power BI

and

ServiceNow

dashboards to track

SLA, KPI, and service performance metrics

. Generate

trend analysis reports, operational insights, and transition KPIs

during knowledge transfer (KT) phases. Collaborate with delivery leads and service managers to ensure data accuracy and visibility. Automate recurring reports and support data-driven decision-making through visual analytics.

Required Skills & Experience

4-7 years of experience in

data reporting and analytics within IT operations or service management

. Expertise in

Power BI, ServiceNow Reporting, Excel (Advanced), and data visualization tools

. Strong understanding of

ITIL metrics, SLA definitions, and performance tracking methodologies

. Excellent analytical thinking and ability to translate data into actionable insights.

3. Risk & Compliance SME

Key Responsibilities

Ensure

IT services comply

with organizational policies, regulatory standards, and audit frameworks. Conduct

risk assessments, compliance checks, and governance reporting

across IT functions. Maintain

audit readiness

and manage evidence documentation for internal/external audits. Support compliance for frameworks like

ISO 27001, SOX, GDPR

, and

ITIL process governance

. Drive

HAM/SAM compliance

, license governance, and risk mitigation initiatives.

Required Skills & Experience

6-10 years of experience in

IT Risk Management, Compliance, or Governance

roles. Strong knowledge of

ITIL, ISO 27001, SOX, GDPR

, and

enterprise risk frameworks

. Experience in

policy documentation, audit coordination, and governance reporting

. Excellent stakeholder management and communication skills. Certifications such as

CISA, ISO 27001 Lead Auditor, or ITIL Expert

are preferred.

Core Competencies

IT Infrastructure Monitoring Incident & Problem Management SLA / KPI Reporting Risk & Compliance Management Process Improvement & Governance Stakeholder Coordination Technical Support & Process Management

Skills

technical support,process management,Process Management

About UST

UST is a global digital transformation solutions provider. 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 purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact--touching billions of lives in the process.