Specialist I

Role Proficiency Resolve complex trouble tickets spanning across different technologies and fine tune infrastructure for optimum performance and or provide technical and people leadership Hierarchical or Lateral Outcomes 1 Mentor new team members in understanding customer infrastructure and processes2 Perform ticket data analysis for incident reduction3 Perform capacity planning based on increased demand 4 Perform root cause analysis to find out corrective and preventive actions after every major incidents and escalations5 Work on problem tickets for finding permanent solutions of repeated issues6 Review and approve roll out and roll back plan for change implementation and ensure adherence for preventing unauthorized changes7 Identify opportunities for continued service improvement and delivery excellence which contributes to cost and optimization benefits to customerMeasures of Outcomes 1 SLA Adherence2 Time bound resolution of elevated tickets - OLA3 Manage ticket backlog timelines - OLA4 Adhere to defined process Number of NCs in internal external Audits5 Number of KB articles created6 Number of incidents and change ticket handled 7 Number of elevated tickets resolved8 Number of successful change tickets9 Completion of all mandatory training requirementsOutputs Expected Resolution Understand Priority and Severity based on ITIL practiceresolve trouble ticket within agreed resolution SLATroubleshooting Troubleshooting based on available information from previous tickets or consulting with seniors Participate in online knowledge forums reference Convert the new steps to KB article Perform logical analytical troubleshooting Work on problem tickets to identify permanent solutions Work on and resolve complex tickets spanning across multiple technology towers 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 levelwork on elevated tickets from L1Tickets Backlog Resolution Follow up on tickets based on agreed timelinesmanage ticket backlogs last activity as per defined process Resolve incidents and SRs within agreed timelines Execute change tickets for infrastructureInstallation Install and configure toolssoftware and patchesRunbook 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 SLAresolve 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 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 managementpolicy management and data retention management Support definition of the IT strategy for the functions 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 functionCompliance 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 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 Coordination Support for CSI across all services in CIS and beyond Training On time completion of all mandatory training requirements of organization and customer Provide On floor training and one to one mentorship for new joiners Complete certification of respective career paths Performance Management Update FAST Goals in NorthStartrack 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 environment day-to-day operations and people management for example roster transport and leaves Prepare weekly Monthly Quarterly governance review slides Skill 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 steps3 Ability to work on an elevated server ticket and solve4 Networking a Trouble shooting skills in static and Dynamic routing protocolsb Should be capable of running netflow analyzers in different product lines5 Servera Skills in installing and configuring active directory DNS DHCP DFS IIS patch managementb 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 upa 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 Interfacesc Perform Hardware upgrades firmware upgrades Vulnerability remediation storage backup commissioning and de-commissioning replication setup and management d Skilled in server Network and virtualization technologies Integration of virtualization storage and backup technologiese 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 Clouda Skilled in any one of the cloud technologies - AWS Azure GCP 8 Toolsa Skilled in administration and configuration of monitoring tools like CA UIM SCOM Solarwinds Nagios ServiceNow etcb Skilled in SQL scriptingc Skilled in building Custom Reports on Availability and performance of IT infrastructure building based on the customer requirements9 Monitoringa Skills in monitoring of infrastructure and application components10 Databasea Data modeling and database design Database schema creation and managementb Identify the data integrity violations so that only accurate and appropriate data is entered and maintained c Backup and recoveryd 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 OperationsKnowledge Examples 1 Good understanding of customer infrastructure and related CIs 2 ITIL Foundation certification3 Thorough hardware knowledge 4 Basic understanding of capacity planning5 Basic understanding of storage and backup6 Networking a Hands-on experience in Routers switches and Firewallsb Should have minimum knowledge and hands-on with BGPc Good understanding in Load balancers and WAN optimizersd Advance back and restore knowledge in backup tools7 Server a Basic to intermediate powershell BASH Python scripting knowledge and demonstrated experience in script based tasksb Knowledge of AD group policy management group policy tools and troubleshooting GPO sc Basic AD object creation DNS concepts DHCP DFSd Knowledge with tools like SCCM SCOM administration8 Storage and Backup a Subject Matter Expert in any of the Storage and Backup technology9 Tools a Proficient in the understanding and troubleshooting of Windows and Linux family of operating systems10 Monitoring a Strong knowledge in ITIL process and functions11 Database a Knowledge in general database management b Knowledge in OS System and networking skillsAdditional Comments JD Experience in implementation of VDI environment with VMware Horizon View Connection Security Standard and View composer servers xe2x96xaa Working on Horizon View 7 X infra and 8 X Infra Installing and configuring View Connection Servers DEM and Unified Access Gateway UAG xe2x96xaa Creating Packages through App Volumes and publishing to users onto VDI xe2x96xaa Working on issues related to Horizon view client on user machines xe2x96xaa Using Helpdesk in Horizon View to analyze the performance of sessions and debug issues like session slowness latency etc xe2x96xaa Coordinating with Different Application Departments to know their requirements for the VDI use cases xe2x96xaa Expertise on Creating virtual machines installing operating systems inside VMs and installing tools and configure these VMs based on customer requirements xe2x96xaa Performing Snapshots Cloning Cold Migrations and Hot Migrations and Templates xe2x96xaa Creating and managing and Maintaining Desktop Pools Patch Management on VDI xe2x96xaa Creating and managing and updating the VDI Golden images for Horizon infra xe2x96xaa Troubleshooting the VDI performance issues xe2x96xaa We using Instant clone technology to create multiple VMs in single base image and also using full clone technology xe2x96xaa Installation Configuration Administration and Troubleshooting of VMware ESXi Windows xe2x96xaa Experience with Virtualization technologies like Installing Configuring administering and troubleshooting VMware ESXi Host vCenter Virtual machinesSkills Vdi Horizon UAGAbout Company UST is a global digital transformation solutions provider For more than 20 years UST has worked side by side with the worlds 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 impactxe2x80x94touching billions of lives in the process