JOB TITLE
Lead II

JOB SUMMARY
Expectations from this role:
Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide technical leadership (lateral or hierarchical) for the team to resolve customer issues
Update SOP 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
Perform root cause analysis to find out corrective and preventive actions after every major incidents and escalations
Work on problem tickets for finding permanent solutions of repeated issues
Create roll out and roll back plan for change implementation and ensure adherence for preventing unauthorized changes

Typical performance measures:
SLA Adherence
Time bound resolution of elevated tickets - OLA
Manage ticket backlog timelines - OLA
Adhere to defined process - Number of NCs in internal/external Audits
Number of KB articles created
Number of incidents and change ticket handled
Number of elevated tickets resolved
Number of successful change tickets
% Completion of all mandatory training requirements

Performance Areas:
Resolution:
Understand Priority and Severity based on ITIL practice, resolve trouble ticket within agreed resolution SLA
Troubleshooting:
Troubleshooting based on available information from previous tickets or consulting with seniors. Participate in online knowledge forums reference. Covert the new steps to KB article
Perform logical/analytical troubleshooting. Work on problem tickets to identify permanent solutions
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 SRs 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. Co-ordinate with UST ISMS teams for resolving connectivity related issues.
Stakeholder Management:
Lead the customer calls 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 management, policy management and data retention management. Support definition of the IT strategy for the function's 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 function
Compliance:
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.) 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.
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 NorthStar, track, report and seek continues feedback from peers and manager. Set goals for team members and mentees and provide feedback
Assist new team members in understanding the customer environment

SKILL EXAMPLES
Good communication skills (Written, verbal and email etiquette) to interact with different teams and customers.
Modify / Create runbooks based on suggested changes from juniors or newly identified steps
Ability to work on an elevated server ticket and solve
Networking:
Trouble shooting skills in static and Dynamic routing protocols
Should be capable of running netflow analyzers in different product lines
Server:
Skills in installing and configuring active directory, DNS, DHCP, DFS, IIS, patch management
Excellent troubleshooting skills in various technologies like AD replication, DNS issues etc.
Skills in managing high availability solutions, like failover clustering, Vmware clustering, etc.
Storage and Back up:
Ability to give recommendations to customers. Perform Storage & backup enhancements. Perform change management.
Skilled in in core fabric technology, Storage design and implementation. Hands on experience on backup and storage Command Line Interfaces
Perform Hardware upgrades, firmware upgrades, Vulnerability remediation, storage & backup commissioning and de-commissioning, replication setup and management.
Skilled in server, Network and virtualization technologies. Integration of virtualization, storage and backup technologies
Review the technical diagrams, architecture diagrams and modify the SOP and documentations based on business requirements.
Ability to perform the ITSM functions for storage & backup team and review the quality of ITSM process followed by the team.
Cloud:
Skilled in any one of the cloud technologies - AWS, Azure, GCP.
Tools:
Skilled in administration and configuration of monitoring tools like CA UIM, SCOM, Solarwinds, Nagios, ServiceNow etc
Skilled in SQL scripting
Skilled in building Custom Reports on Availability and performance of IT infrastructure building based on the customer requirements
Monitoring:
Skills in monitoring of infrastructure and application components
Database:
Data modeling and database design, Database schema creation and management
Identify the data integrity violations so that only accurate and appropriate data is entered and maintained.
Backup and recovery
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.
Migrating database instances to new hardware and new versions of software from on premise to cloud based databases and vice versa.
Quality Analysis:
Ability to drive service excellence and continuous improvement within the framework defined by IT Operations

KNOWLEDGE EXAMPLES
Good understanding of customer infrastructure and related CIs.
ITIL Foundation certification
Thorough hardware knowledge
Basic understanding of capacity planning
Basic understanding of storage and backup
Networking:
Hands-on experience in Routers and switches and Firewalls
Should have minimum knowledge and hands-on with BGP
Good understanding in Load balancers and WAN optimizers
Advance back and restore knowledge in backup tools
Server:
Basic to intermediate powershell / BASH/Python scripting knowledge and demonstrated experience in script based tasks
Knowledge of AD group policy management, group policy tools and troubleshooting GPO alerts
Basic AD, object creation, DNS concepts, DHCP, DFS
Knowledge with tools like SCCM, SCOM administration
Storage & Backup:
Subject Matter Expert in any of the Storage and Backup technology
Tools:
Proficient in the understanding and troubleshooting of Windows and Linux family of operating systems
Monitoring:
Strong knowledge in ITIL process and functions
Database:
Knowledge in general database management
Knowledge in OS System and networking skills