Associate II - Cloud Infrastructure Services
UST
Zhongzheng Dist., Taipei City, Taiwan
5天前

Role Proficiency :

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

Outcomes :

Measures of Outcomes :

Outputs Expected : Monitoring :

Monitoring :

  • Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.
  • Adhere to ITIL best practices
  • Runbook Reference :

  • Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes.
  • Use KB / SOP to resolve tickets update KB / SOP with new findings
  • Tickets Backlog :

  • Follow up on tickets based on agreed timelines manage ticket backlogs / last activity as per defined process
  • Collaboration :

  • Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference.
  • Actively participate in team / organization-wide initiatives.
  • Collaborate with other team members for timely resolution of tickets.
  • Assist new team members to understand the customer environment.
  • Process Adherence :

  • Thorough understanding of organization and customer defined process.
  • Consult with mentor when in doubt.
  • Adherence to defined processes.
  • Adhere to organization’ s policies and business conduct.
  • Training :

  • On time completion of all mandatory training requirements of organization and customer.
  • Provide on floor training and one-on-one mentorship for new joiners.
  • Performance Management :

  • Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager.
  • Skill Examples :

  • Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers.
  • Analytical ability to understand a larger picture of customer issues.
  • Ability to follow SOP documents and escalate the alerts with in the SLA defined.
  • Networking : a. Basic Network commands for troubleshooting Desktop / Laptop connectivity issues
  • Server : a. Strong skills in most operating system commands / utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb.
  • Support tasks like OS installation and basic user level commands and local user / group managementc. Software installation and Basic patch installation

  • Storage & Backup : a. Ability to monitor any Enterprise Storage and backup Solutionsb. Skilled in Storage and backup Alert Monitoringc.
  • Skilled in ticketing tools

  • Database : a. Create or modify queries in order to suit business requirementsb. Data modelling skills; distinguish between OLTP and Data warehouse applicationsc.
  • Storage hardware storage management techniques software used for managing the storaged. Tweak tables making them use less space as possible

  • End User Computing : a. Confident in handling end user calls / Ticketing toolsb. AD managementc. Antivirus Management
  • Strong troubleshooting skills
  • Knowledge Examples : 1) ITIL Framework

    1) ITIL Framework

    Additional Comments :

    None

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