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:

Team Member supporting various tasks related to Windows and NOC operations for IT Infrastructure services based upon our US client Create/Configure service accounts based on service request Should be willing to work in night shift Should have excellent Communication skills, requires interaction with stake holders/on site counterparts daily through Telecommunication/email. Respond to, and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide remote desktop support and perform other activities based on SOPs. Respond to telephone calls, email, instant messages, and assigned customer tickets; assign work orders/incidents to appropriate support teams and follow up until closure. Detect, report, document, and resolve system and application outages or problems encountered during operations, including collecting diagnostic data, restoring, developing workaround, and others necessary for troubleshooting. Support in areas relating to performance tuning, troubleshooting, installation, patching, and configuration of Windows Servers. Proactive alerting and notifying stake holders during critical incidents and escalations. Provide appropriate inputs to stake holders during Major incidents. Contributing towards ensuring IT uptime, and documentation. Validating for desired performance and health status of all monitoring tools deployed in NOC. Generating reports related to availability, performance and capacity bottle necks at desired intervals as per operational requirements and on need basis from the above tools. Responsible for high-level technical resolution for incidents received from phone calls, emails, or automated ticketing systems during specific shifts. Managing & Troubleshooting Active Directory user-related issues. Logging of incidents and events based on appropriate categories using ServiceNow ticketing tool and assigning it to the appropriate stake holders for resolution. Notifying incidents events using appropriate communication channels. Provide first level of support for all infrastructure and application incidents by meeting the Response and Resolution SLA. ITIL Framework best practices actions on Incident, Problem, Change, Event and Service Management. Will be considered to Lead position based upon the performance of the individual.