Lead I - Cloud Infrastructure Services

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) 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

Responsibility

Role Proficiency: Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide mentorship (Hierarchic...