Role Proficiency:

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

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 platforms6)     Perform root cause analysis to find out corrective and preventive actions after every major incidents and escalations7)     Work on problem tickets for finding permanent solutions of repeated issues8)     Create roll out and roll back plan for change implementation and ensure adherence for preventing unauthorized changes

Measures of Outcomes:

1)     SLA Adherence2)     Time bound resolution of elevated tickets - OLA3)     Manage ticket backlog timelines - OLA4)     Adhere to defined process – Number of NCs in internal/external Audits5)     Number of KB articles created6)     Number of incidents and change ticket handled 7)     Number of elevated tickets resolved8)     Number of successful change tickets9)     % Completion of all mandatory training requirements

Outputs Expected:

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:

1)     Good communication skills (Written verbal and email etiquette) to interact with different teams and customers. 2)     Modify / Create runbooks based on suggested changes from juniors or newly identified steps3)     Ability to work on an elevated server ticket and solve4)     Networking:a.     Trouble shooting skills in static and Dynamic routing protocolsb.     Should be capable of running netflow analyzers in different product lines5)     Server:a.     Skills in installing and configuring active directory DNS DHCP DFS IIS patch managementb.     Excellent troubleshooting skills in various technologies like AD replication DNS issues etc.c.      Skills in managing high availability solutions like failover clustering Vmware clustering etc.6)     Storage and Back up:a.     Ability to give recommendations to customers. Perform Storage & backup enhancements. Perform change management.b.     Skilled in in core fabric technology Storage design and implementation. Hands on experience on backup and storage Command Line Interfacesc.      Perform Hardware upgrades firmware upgrades Vulnerability remediation storage & backup commissioning and de-commissioning replication setup and management.d.     Skilled in server Network and virtualization technologies. Integration of virtualization storage and backup technologiese.     Review the technical diagrams architecture diagrams and modify the SOP and documentations based on business requirements.f.       Ability to perform the ITSM functions for storage & backup team and review the quality of ITSM process followed by the team.7)     Cloud:a.     Skilled in any one of the cloud technologies - AWS Azure GCP.8)     Tools:a.     Skilled in administration and configuration of monitoring tools like CA UIM SCOM Solarwinds Nagios ServiceNow etcb.     Skilled in SQL scriptingc.      Skilled in building Custom Reports on Availability and performance of IT infrastructure building based on the customer requirements9)     Monitoring:a.     Skills in monitoring of infrastructure and application components10)  Database:a.     Data modeling and database design Database schema creation and managementb.     Identify the data integrity violations so that only accurate and appropriate data is entered and maintained.c.      Backup and recoveryd.     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.e.     Migrating database instances to new hardware and new versions of software from on premise to cloud based databases and vice versa.11)  Quality Analysis: a. Ability to drive service excellence and continuous improvement within the framework defined by IT Operations 

Knowledge Examples:

1)     Good understanding of customer infrastructure and related CIs.

2)     ITIL Foundation certification3)     Thorough hardware knowledge 4)     Basic understanding of capacity planning5)     Basic understanding of storage and backup6)     Networking:a.     Hands-on experience in Routers and switches and Firewallsb.     Should have minimum knowledge and hands-on with BGPc.      Good understanding in Load balancers and WAN optimizersd.     Advance back and restore knowledge in backup tools7)     Server:a.     Basic to intermediate powershell / BASH/Python scripting knowledge and demonstrated experience in script based tasksb.     Knowledge of AD group policy management group policy tools and troubleshooting GPO sc.      Basic AD object creation DNS concepts DHCP DFSd.     Knowledge with tools like SCCM SCOM administration8)     Storage & Backup:a.     Subject Matter Expert in any of the Storage and Backup technology9)     Tools:a.     Proficient in the understanding and troubleshooting of Windows and Linux family of operating systems10)  Monitoring:a.     Strong knowledge in ITIL process and functions11)  Database:a.     Knowledge in general database management b. Knowledge in OS System and networking skills

Additional Comments:

Mandatory Skills: AI/ML Skill to Evaluate: Automation Experience: 8 to 10 Years Location: Bengaluru Job Description: JOB DESCRIPTION [Job Title] Senior AWS AI/ML Architect [Project Details]: To Identify and Develop Automations in CloudOps area around ERP / Non-ERP Applications hosted in AWS. Share the voice of the customer to influence the roadmap of new features and services for the AWS platform. Proactively work within the organization to influence the evolution of the platform. Analyse and explain AI and machine learning (ML) solutions while setting and maintaining high ethical standards. The job of AWS AI Architect will be a core member of a technical team for the project responsible for Operations, Design, Build and supporting of High-End Automations in loud infrastructure platform for Enterprise Cloud Services. Serve as a key technical member of the Solutions Architecture team through influencing decision makers across multiple domains to ensure customer success in building applications and services on the AWS platform which align to long-term business goals. Drive technical solutions discussions with your customers, diving deep into the details to solve complex technical problems and use your knowledge to craft scalable, flexible, and resilient cloud architectures. Work with the team in conducting assessments of the AI and automation market and competitor landscape. [Technology and Sub-technology] AWS Cloud AWS AL/ML [Base Location] Bangalore [Type]: Hybrid (2 days work from Office per week) [Qualifications] Bachelor’s degree in computer science / Equivalent a related technical field, or equivalent practical experience Minimum 3+ years of experience in AI/ML technologies and cloud operations. 8 – 10 Years AWS Certification Mandatory [Job Overview]: The job of AI Architect will be a core member of a technical team that’s responsible for delivering Automations on Cloud Operations, design, building and supporting cloud infrastructure platform for Enterprise Cloud Services. The candidate must be strong in AI/ML and AWS Core services of AI with expertise in system operations of production workloads running in cloud environments (preferably AWS). He/She should be good in any of the programming languages in AI/ML [Primary Skills]: Strong programming skills in Python, Java, or similar languages. Proficiency in cloud platforms such as AWS, Azure. Hands-on experience with AI/ML frameworks like TensorFlow, PyTorch, or Scikit-learn. Experience in MLOps, CI/CD pipelines, and containerization technologies like Docker and Kubernetes. Familiarity with cloud monitoring tools like Prometheus, Datadog, or CloudWatch. Strong problem-solving and analytical abilities. Effective communication and collaboration skills. Adaptability to work in fast-paced and dynamic environments. [Good to have Skills]: Experience in enterprise environments. AWS AI/ML Gitlab [Responsibilities and Duties]: Two or more years of experience in applying AI to practical and comprehensive technology solutions in Cloud Operations. Experience in program leadership, governance, and change enablement. Knowledge of basic algorithms, object-oriented and functional design principles, and best-practice patterns Serving as the elevated L3/L4 escalation contact for critical production issues. Adhering to change management protocols while executing service requests. Actively pursuing avenues to optimize standard operating procedures by leveraging automation techniques. Implement automation solutions to streamline platform operations, enhancing efficiency and reliability. Develop and implement AI/ML algorithms to optimize cloud resource allocation, reduce costs, and enhance system performance. Design models for predictive scaling, fault prediction, and workload balancing in multi-cloud or hybrid environments. Automate repetitive tasks like infrastructure provisioning, incident resolution, and performance tuning using AI-based workflows. Develop chatbots and intelligent assistants for CloudOps support. Deploy AI-based monitoring tools to proactively identify potential issues and anomalies in cloud environments. Build predictive analytics solutions to foresee outages, improve uptime, and ensure business continuity. Collaborate with DevOps, CloudOps, and engineering teams to integrate AI/ML solutions seamlessly into existing cloud platforms. Develop and maintain pipelines for AI/ML model training, validation, and deployment within the cloud infrastructure. Stay updated with advancements in AI, ML, and cloud technologies to evaluate their potential benefits for CloudOps. Apply AI technologies to enhance security, detect threats, and ensure compliance with cloud policies. Address challenges such as data privacy and integrity when working with cloud-based AI models. Recommend and implement cutting-edge tools and frameworks that align with operational and business goals. Work closely with a diverse, multinational team to ensure the delivery of worl