Associate II - Cloud Infrastructure Services

2 - 3 Years
1 Opening
Trivandrum

Job Role: Globalscape Support Engineer
Job Location: Any UST Office
Primary Skill: Globalscape, .Net

About the Role

We are seeking skilled professionals to join Aptia’s Command Center and Service Excellence functions, responsible for ensuring uninterrupted IT service operations, proactive monitoring, reporting, and governance. The ideal candidates will bring hands-on experience in infrastructure monitoring, analytics, and compliance within a global IT environment.

1. Command Center Engineer

Key Responsibilities

• Monitor and manage IT infrastructure (Cloud, Server, Network, Security) on a 24x7 basis.
• Operate across NOC (Network Operations Center), SOC (Security Operations Center), and ROC (Recovery Operations Center) functions.
• Use monitoring and observability tools such as Datadog, AWS CloudWatch, CloudTrail, GuardDuty, and related platforms.
• Perform real-time incident detection, correlation, triage, and escalation as per defined SOPs.
• Execute initial troubleshooting and coordinate with resolver teams to ensure quick resolution.
• Maintain incident logs, reports, and ensure SLA adherence with minimal business disruption.
• Support continuous improvement by identifying monitoring gaps and optimizing thresholds.

Required Skills & Experience

• 3–6 years of experience in IT Command Center / NOC / SOC operations.
• Strong knowledge of infrastructure operations, ITIL processes, and incident management workflows.
• Hands-on experience with cloud monitoring (AWS preferred) and security event monitoring tools.
• Excellent communication and coordination skills across global teams.
• Certifications like ITIL Foundation, AWS Cloud Practitioner, CompTIA Security+ are preferred.

2. Reporting & Analytics SME

Key Responsibilities

• Develop and maintain Power BI and ServiceNow dashboards to track SLA, KPI, and service performance metrics.
• Generate trend analysis reports, operational insights, and transition KPIs during knowledge transfer (KT) phases.
• Collaborate with delivery leads and service managers to ensure data accuracy and visibility.
• Automate recurring reports and support data-driven decision-making through visual analytics.

Required Skills & Experience

• 4–7 years of experience in data reporting and analytics within IT operations or service management.
• Expertise in Power BI, ServiceNow Reporting, Excel (Advanced), and data visualization tools.
• Strong understanding of ITIL metrics, SLA definitions, and performance tracking methodologies.
• Excellent analytical thinking and ability to translate data into actionable insights.

3. Risk & Compliance SME

Key Responsibilities

• Ensure IT services comply with organizational policies, regulatory standards, and audit frameworks.
• Conduct risk assessments, compliance checks, and governance reporting across IT functions.
• Maintain audit readiness and manage evidence documentation for internal/external audits.
• Support compliance for frameworks like ISO 27001, SOX, GDPR, and ITIL process governance.
• Drive HAM/SAM compliance, license governance, and risk mitigation initiatives.

Required Skills & Experience

• 6–10 years of experience in IT Risk Management, Compliance, or Governance roles.
• Strong knowledge of ITIL, ISO 27001, SOX, GDPR, and enterprise risk frameworks.
• Experience in policy documentation, audit coordination, and governance reporting.
• Excellent stakeholder management and communication skills.
• Certifications such as CISA, ISO 27001 Lead Auditor, or ITIL Expert are preferred.

Core Competencies

• IT Infrastructure Monitoring
• Incident & Problem Management
• SLA / KPI Reporting
• Risk & Compliance Management
• Process Improvement & Governance
• Stakeholder Coordination
• Technical Support & Process Management

technical support,process management,Process Management