Technical Lead

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 incident and escalation. 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.

Key Responsibilities

• Resolution: Understand Priority and Severity based on ITIL practice and resolve trouble ticket within agreed resolution SLA.
• Troubleshooting: Troubleshoot based on available information from previous tickets or consulting with seniors. Participate in online knowledge forums reference. Convert 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 and 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 stakeholders. 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. 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.

Required Qualifications

• 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 Backup: Ability to give recommendations to customers. Perform Storage & backup enhancements. Perform change management. Skilled 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 documentation 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.

Preferred Qualifications

• 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. Advanced backup 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.