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Associate I - Cloud Infrastructure Services Job in Grove City, Ohio US

Associate I - Cloud Infrastructure Services


Posted: 4/6/2021 - Expires: 7/5/2021

Job ID: 225992204


Job Description

Role Proficiency:

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


Measures of Outcomes:

Outputs Expected:

Understand Priority and Severity based on ITIL practice; understand agreed SLA with customer and adhere to SLAs
Explain and communicate priority incidents to customer/stakeholders

Runbook Reference:
Follow runbook for troubleshooting; notify lead in case of runbook update
Report a mismatch in existing runbook to runbook owner

Elevation/Routing of tickets:
Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process

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

Collaborate with different towers of delivery for ticket resolution (within SLA) document learning's for self-reference
Collaborate with other team members for timely resolution of tickets
Actively participate in team/organization-wide initiatives

Process Adherence:
Understand organization and customer defined process.
Consult with mentor when in doubt. Adhere to defined processes.
Adhere to ITIL best practices.

On time completion of all mandatory training requirements of organization and customer

Performance Management:
Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager

Skill Examples:
 Analytical ability to understand big picture of customer issues
 Strong interpersonal and communication skills
 Ability to co-relate failures
 Ability to interact with different teams and customers with good written verbal and email etiquette
 Troubleshooting skills
 Securitya. Security Monitoring - SIEM-Console (work according to the playbook)b. Monitoring and Log Investigation/Correlationc. Malware Analysis / Forensicsd. Rule Logic Creation based on use cases or Attack vectors
 Servera. Ability to understand basic OS and application conceptsb. Alert handling and monitoring skills
 Database:a. Creation of tables indexes tablespaces etcb. Data Management Skills Analysing Data looking for patterns.  Know how to find records sort review and other functions in DB.c. Usage of GROUP BY aggregate functions check duplicate keys. etc
 Quality Analysis:a. Ability to adhere to processes and procedureb. Ability to audit processes procedures and technology

Knowledge Examples:

Knowledge Examples
 ITIL Framework
 Fair understanding of customer infrastructure
 Basic hardware knowledge and troubleshooting
 Desktop support and Software Installation
 Networking:a. Basic Understanding of IP addressingb. Basic show commands in routers and switchesc. Familiar with basic troubleshooting tools such as ping/tracert/netstat etcd. Understand the network monitoring tools such as Nagios Cacti SolarWinds etce. Basic understanding of ticketing tools such as Service-now OR Remedy
 Security:a. Basic idea and threat hunting of Cyber Security Incident responseb. SIEM tools Like QRadar LogRhythm Splunk etc.c. External Threat Intelligence in any of the OSINT
 Server:a. Familiarity in OS backup basic network sharing and securityb.Basic hardware knowledge and troubleshootingc.Familiarity in working with monitoring tools like SCOM Nagios Solarwinds New relic etc.
 Storage & Backupa. Basic understanding of Storage & Backup technologyb.Basic understanding of Backup Restore and archive operationsc. Basic Understanding of Disk Drives RAID SAN Fabricsd.Basic Understanding of Storage & backup Alert Monitoringe.Basic Understanding of Tape Libraries Backup Appliances Virtual tape Librariesf.Basic understanding of ticketing tools
 Monitoringa.Basic understanding of Networking conceptsb.Basic knowledge of infrastructure components
 Databasea. Basics of SQL and Relational DBs and normalization b. Data management concepts in systems like Excel MS Access MySQL Postgres etcc. Understanding the principles involved in a relational DB like how indexes triggers works etcd. Knowledge of SQL client and Database management tools
 End User Computinga.Basic end point knowledgeb.Basic knowledge on remote support tools c.MS office and other related productsd.Basic knowledge on browsers
 Basic network knowledge

Additional Comments:

“UST Global celebrates diversity and inclusion. We are an Equal Employment Opportunity employer. We welcome candidates to apply for employment from diverse backgrounds and believe your unique perspective adds to the richness of our company culture. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.”

Identified Skills

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
No school grade completed
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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