{"id":48388,"date":"2025-03-08T04:00:44","date_gmt":"2025-03-08T04:00:44","guid":{"rendered":"https:\/\/www.whitehattoolbox.com\/jobs\/lead-i-cloud-infrastructure-services-3\/"},"modified":"2025-03-08T04:00:44","modified_gmt":"2025-03-08T04:00:44","slug":"lead-i-cloud-infrastructure-services-3","status":"publish","type":"post","link":"https:\/\/www.whitehattoolbox.com\/jobs\/lead-i-cloud-infrastructure-services-3\/","title":{"rendered":"Lead I &#8211; Cloud Infrastructure Services"},"content":{"rendered":"<p><b>Job Description:<\/b><span class=\"br\"><\/span>Role Proficiency:<span class=\"br\"><\/span>Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and\/or provide mentorship (Hierarchical or Lateral) to junior associates<span class=\"br\"><\/span>Outcomes: * 1) Update SOP with updated troubleshooting instructions and process changes2) Mentor new team members in understanding customer infrastructure and processes3) Perform analysis for driving incident reduction4) Escalate high priority incidents to customer and organization stakeholders for quicker resolution5) Contribute to planning and successful migration of platforms 6) Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution7) Provide inputs for root cause analysis after major incidents to define preventive and corrective actions<span class=\"br\"><\/span>Measures of Outcomes: * 1) SLA Adherence2) Time bound resolution of elevated tickets &#8211; OLA3) Manage ticket backlog timelines &#8211; OLA4) Adhere to defined process \u2013 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 requirements<span class=\"br\"><\/span>Outputs Expected:<span class=\"br\"><\/span>Resolution: * Understand Priority and Severity based on ITIL practice<span class=\"br\"><\/span>resolve trouble ticket within agreed resolution SLA * Execute change control tickets as documented in implementation plan<span class=\"br\"><\/span>Troubleshooting: * Troubleshooting based on available information from previous tickets or consulting with seniors Participate in online knowledge forums reference. <\/p>\n<ul>\n<li>Covert the new steps to KB article<\/li>\n<li>Perform logical\/analytical troubleshooting<\/li>\n<\/ul>\n<p> Escalation\/Elevation: * Escalate within organization\/customer peer in case of resolution delay. <\/p>\n<ul>\n<li>Understand OLA between delivery layers (L1<\/li>\n<\/ul>\n<p> L2<br \/>\n       L3 etc)<br \/>\n       adhere to OLA. * Elevate to next level<span class=\"br\"><\/span>work on elevated tickets from L1<span class=\"br\"><\/span>Tickets Backlog\/Resolution: * Follow up on tickets based on agreed timelines<span class=\"br\"><\/span>manage ticket backlogs\/last activity as per defined process. * Resolve incidents and SRs within agreed timelines. <\/p>\n<ul>\n<li>Execute change tickets for infrastructure<\/li>\n<\/ul>\n<p> Installation: * Install and configure tools<span class=\"br\"><\/span>software and patches<span class=\"br\"><\/span>Runbook\/KB: * Update KB with new findings <\/p>\n<ul>\n<li>Document and record troubleshooting steps as knowledge base<\/li>\n<\/ul>\n<p> Collaboration: * Collaborate with different towers of delivery for ticket resolution (within SLA resolve L1 tickets with help from respective tower. <\/p>\n<ul>\n<li>Collaborate with other team members for timely resolution of tickets.<\/li>\n<li>Actively participate in team\/organization-wide initiatives.<\/li>\n<li>Co-ordinate with UST ISMS teams for resolving connectivity related issues.<\/li>\n<\/ul>\n<p> Stakeholder Management: * Lead the customer calls and vendor calls. <\/p>\n<ul>\n<li>Organize meeting with different stake holders.<\/li>\n<li>Take ownership for function&#8217;s internal communications and related change management.<\/li>\n<\/ul>\n<p> Strategic: * Define the strategy on data management<span class=\"br\"><\/span>policy management and data retention management. * Support definition of the IT strategy for the function\u2019s relevant scope and be accountable for ensuring the strategy is tracked<span class=\"br\"><\/span>benchmarked and updated for the area owned.<span class=\"br\"><\/span>Process Adherence: * Thorough understanding of organization and customer defined process. <\/p>\n<ul>\n<li>Suggest process improvements and CSI ideas.<\/li>\n<li>Adhere to organization\u2019 s policies and business conduct.<\/li>\n<\/ul>\n<p> Process\/efficiency Improvement: * Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions. <\/p>\n<ul>\n<li>Take accountability for overall productivity efforts within the function<\/li>\n<\/ul>\n<p> including coordination of function specific tasks and close collaboration with Finance.<span class=\"br\"><\/span>Process Implementation: * Coordinate and monitor IT process implementation within the function<span class=\"br\"><\/span>Compliance: * Support information governance activities and audit preparations within the function. <\/p>\n<ul>\n<li>Act as a function SPOC for IT audits in local sites (incl. preparation<\/li>\n<\/ul>\n<p> interface to local organization<br \/>\n       mitigation of findings etc.) and 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 Job Description. * Coordination Support for CSI across all services in CIS and beyond.<span class=\"br\"><\/span>Training: * On time completion of all mandatory training requirements of organization and customer. <\/p>\n<ul>\n<li>Provide On floor training and one to one mentorship for new joiners.<\/li>\n<li>Complete certification of respective career paths.<\/li>\n<\/ul>\n<p> Performance Management: * Update FAST Goals in NorthStar<span class=\"br\"><\/span>track<br \/>\n       report and seek continues feedback from peers and manager. * Set goals for team members and mentees and provide feedback <\/p>\n<ul>\n<li>Assist new team members to understand the customer environment<\/li>\n<\/ul>\n<p> 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) Server:a. 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 up:a. Ability to give recommendations to customers. Perform Storage &#038; 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 and 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 &#038; backup team and review the quality of ITSM process followed by the team.7) Cloud:a. Skilled in any one of the cloud technologies &#8211; AWS Azure GCP.8) Tools:a. 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) Monitoring:a. Skills in monitoring of infrastructure and application components10) Database:a. 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 Operations<span class=\"br\"><\/span>Knowledge Examples:<span class=\"br\"><\/span>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 and 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 &#038; 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 skills<span class=\"br\"><\/span><b>Additional Comments:<\/b><span class=\"br\"><\/span>The role requires managing the provisioning and decommissioning of servers, ensuring that all requirements are clearly defined and processes are followed efficiently. The Server Provisioning &#038; Decommissioning Coordinator will be responsible for ensuring smooth operations in provisioning new servers, validating licenses, and controlling the budget related to server-related requisitions and accruals. The role also involves overseeing the decommissioning process and prioritizing server requests effectively. Key Responsibilities: Server Provisioning Control: &#8211; Manage the provisioning of new servers for new applications, ensuring that all requirements are clear and aligned with the BSD (Business Service Design) guidelines. &#8211; Validate and confirm the need for additional licenses, including Linux and SQL licenses, ensuring all software requirements are properly met. &#8211; Ensure server configuration, IP addresses, backup requirements, access permissions, and monitoring are clearly defined in the server request process. &#8211; Control and prioritize server provisioning tasks based on urgency and business needs, ensuring timely execution of requests. Server Decommissioning Control: &#8211; Initiate and oversee the decommissioning process for old servers, ensuring the proper removal of servers while maintaining control over the entire process. &#8211; Coordinate with teams to ensure all necessary steps are taken to securely decommission servers, including data removal and proper documentation. Budget Control: &#8211; Manage the server provisioning and decommissioning budget, ensuring accurate tracking of costs. &#8211; Oversee the creation of requisitions, ensuring that all purchases are justified and within budget constraints. &#8211; Maintain control over accruals, ensuring accurate financial forecasting and reporting related to server-related expenditures. Qualifications &#038; Skills: &#8211; Proven experience in server provisioning, configuration, and decommissioning processes. &#8211; Strong understanding of Linux, SQL, and other server-related technologies. &#8211; Excellent organizational and communication skills, with the ability to prioritize tasks effectively. &#8211; Strong attention to detail with a focus on accuracy and efficiency. &#8211; Experience with budget management and requisition processes.<span class=\"br\"><\/span><b>Skills:<\/b><span class=\"br\"><\/span>Linux,Server Administration,Server Management<span class=\"br\"><\/span><b>About Company:<\/b><span class=\"br\"><\/span>UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world\u2019s 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\u2019 organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact\u2014touching billions of lives in the process.<\/p>\n<p><center><b><a rel=\"nofollow noopener\" href=\"https:\/\/www.careerjet.co.in\/jobad\/in88cd55fa736d835444da6e36db69163d?affid=0852fd5db5a52cbcd75bf945aa534932\" class=\"button purchase\" target=\"_blank\">Apply Now<\/a> <\/b><\/center><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Job Description: Role Proficiency: Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and\/or provide mentorship (Hierarchical or Lateral) to junior associates Outcomes: * 1) Update SOP with updated troubleshooting instructions and process changes2) Mentor new team members in understanding customer infrastructure and processes3) Perform analysis for driving incident reduction4)<\/p>\n","protected":false},"author":1,"featured_media":48389,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[20,71,15,150],"tags":[],"class_list":["post-48388","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-jobs","category-it-jobs-jobs-in-uae","category-jobs-in-india","category-ruby-jobs"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/www.whitehattoolbox.com\/jobs\/wp-content\/uploads\/2025\/03\/48388-lead-i-cloud-infrastructure-services.png?fit=1306%2C840&ssl=1","jetpack-related-posts":[{"id":100377,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/smcbfi-applicationvsupport-agent-day-shift\/","url_meta":{"origin":48388,"position":0},"title":"SMCBFI ApplicationvSupport Agent (Day Shift )","author":"Admin","date":"August 1, 2025","format":false,"excerpt":"SMCBFI APPLICATION SUPPORT AGENT - MORNING SHIFT ManpowerGroup Ireland have an exciting new opportunity with our client SAP! 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In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business\u2026","rel":"","context":"In &quot;IT Jobs&quot;","block_context":{"text":"IT Jobs","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-india\/it-jobs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":122662,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-senior-service-desk-and-asset-specialist\/","url_meta":{"origin":48388,"position":3},"title":"We\u2019re Hiring Senior Service Desk and Asset Specialist","author":"Admin","date":"December 6, 2025","format":false,"excerpt":"Job Description: Position Objective The IT Senior Service Desk and Asset Management Specialist is a highly motivated professional with a high level of expertise in technical support, specialising in troubleshooting and analysis. 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