Associate Iii Cloud Infrastructure Services
Job Description
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 \xe2\x80\x93 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
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Job Detail
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Job IdJD3102687
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationThiruvananthapuram, Kerala, India
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EducationNot mentioned
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ExperienceYear