Cloud Infrastructure Services Lead

Expectations

• Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution; provide mentorship (hierarchical or lateral) to junior associates
• Update SOPs with updated troubleshooting instructions and process changes
• Mentor new team members in understanding customer infrastructure and processes
• Perform alert analysis for driving incident reduction
• Escalate high‑priority incidents to customer and organization stakeholders for quicker resolution
• Contribute to planning and successful migration of platforms
• Provide inputs for root cause analysis after major incidents to define preventive and corrective actions

Performance Measures

• SLA adherence
• Time‑bound resolution of elevated tickets (OLA)
• Manage ticket backlog timelines (OLA)
• Adherence to defined process — number of non‑conformances in internal/external audits
• Number of knowledge‑base articles created
• Number of incidents and change tickets handled
• Number of elevated tickets resolved
• Number of successful change tickets
• Percentage completion of all mandatory training requirements

Performance Areas

• Resolution:
  • Understand priority and severity based on ITIL practice; resolve trouble tickets within agreed resolution SLA
  • Execute change control tickets as documented in implementation plan
• Troubleshooting:
  • Troubleshoot based on available information from previous tickets or consulting with seniors
  • Participate in online knowledge forums; convert new steps to KB articles
  • 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 service requests 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
  • Coordinate with UST ISMS teams for resolving connectivity‑related issues
• Stakeholder Management:
  • Lead customer calls and vendor calls
  • Organize meetings with different stakeholders
  • Take ownership for function’s internal communications and related change management
• Strategic:
  • Define strategy on data management, policy management, and data retention management
  • Support definition of IT strategy for the function’s relevant scope; be accountable for ensuring the strategy is tracked, benchmarked, and updated for the area owned
• Process Adherence:
  • Thorough understanding of organization and customer defined processes
  • 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 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 function SPOC for IT audits in local sites (incl. preparation, interface to local organization, mitigation of findings) and work closely with ISRM (Information Security Risk Management)