Associate II - Cloud Infrastructure Services

2 - 3 Years
1 Opening
Chennai, Kochi, Trivandrum

Role Proficiency:

Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests

Outcomes:

Measures of Outcomes:

Outputs Expected:

Monitoring:

Runbook Reference:

Tickets Backlog:

Collaboration:

Process Adherence:

Training:

Performance Management:

Skill Examples:

Knowledge Examples:

1) ITIL Framework

Additional Comments:

Responsibilities • Act as customer point of contact (L1). • Log, update and track customer escalations and service requests. • Triage the tickets and escalate as appropriate. • Coordinate SLA calculations and own SLA reporting • Make sure the support tickets are up to date and own till closure. • Collaborate with higher levels (L3/L4) to resolve application issues. • Ensure completeness of tickets raised by the customers and do basic investigations • Initiate incident meetings during critical issues and ensure regular updates to relevant stakeholders. • Work in different time zones being in 24/7 support model. • Handle service requests and incidents with SOPs in place. • Maintain the run book and SOPs • Excellent verbal and writing communication, interpersonal and analytical skills. • Exposure with ticketing tools like JIRA • Great team player with the ability to work with minimal supervision. • Should be customer focused and empathetic. • Quick learner and have business awareness. • Should have good collaboration skills. • Basic technical skills like SQL scripting are desirable.

Monitoring,Sql,Analytical,Java