Associate III - Cloud Infrastructure Services
UST
- Bayan Lepas, Pulau Pinang
- Permanent
- Full-time
- Repetitive analysis for finding high ticket generating Cis. Adhere to ITIL best practices
- Understand OLA between delivery layers (L1
L3 etc)
adhere to OLA
route the tickets to relevant queue
initiate intimation respective teams/customer based on defiled process.Tickets Backlog/Resolution: * Follow up on tickets based on agreed timelinesmanage ticket backlogs/last activity as per defined process. * Resolve incidents and SRs within agreed timelines. Execute change tasks for infrastructure.Collaboration: * Collaborate with different towers of delivery for ticket resolution (within SLA)document learnings for self-reference. * Close/resole L1 tickets with help from respective tower.
- Actively participate in team/organization-wide initiatives.
- Organize meetings with different stake holders. Participate in RCA meetings.
- Consult with mentor when in doubt.
- Adherence to defined processes.
- Adhere to organization’ s policies and business conduct.
- Provide On floor training and one-on-one mentorship for new joiners.
report and seek continues feedback from peers and manager. * Set goals and provide feedback for mentees.
- Assist new team members to understand the customer environment.