Lead I - Cloud Infrastructure Services

UST; Pune City; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading IT services company in Pune City is seeking a Lead I - Cloud Infrastructure Services professional to resolve enterprise trouble tickets and mentor junior associates. The ideal candidate will have a Bachelor’s degree in a relevant field and experience in IT operations and cybersecurity. This role offers the chance to contribute to the planning and migration of platforms in a fast-paced environment.

Qualifications

• Good communication skills; ability to modify/create runbooks and troubleshoot elevated tickets.
• Networking, server, storage, backup, cloud knowledge; ITIL familiarity.
• Experience delivering in cybersecurity, data protection, and IT operations.

Responsibilities

• Resolve enterprise trouble tickets within agreed SLA and raise problem tickets.
• Mentor new team members in understanding customer infrastructure and processes.
• Contribute to planning and successful migration of platforms.

Skills

Good communication skills

Networking knowledge

Cloud knowledge (AWS/Azure/GCP)

ITIL familiarity

SQL scripting

Education

Bachelor's degree in Engineering, Computer Science, or related field

Tools

Monitoring tools (e.g., CA UIM, SCOM, SolarWinds, Nagios, ServiceNow)

Job description

Overview

Lead I - Cloud Infrastructure Services at UST. Role involves resolving enterprise trouble tickets within SLAs, mentoring junior associates, and contributing to the planning and migration of platforms.

Role Description

Role Proficiency: Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution; provide mentorship (hierarchical or lateral) to junior associates.

Responsibilities

• Update SOP with updated troubleshooting instructions and process changes
• Mentor new team members in understanding customer infrastructure and processes
• Perform analysis to drive incident reduction
• Escalate high-priority incidents to customer and organization stakeholders for quicker resolution
• Contribute to planning and successful migration of platforms
• Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution
• Provide inputs for root cause analysis after major incidents to define preventive and corrective actions

Outcomes & Measures

• SLA Adherence
• Time-bound resolution of elevated tickets (OLA)
• Manage ticket backlog timelines (OLA)
• Adhere to defined processes – number of non-conformances in internal/external audits
• Number of KB articles created
• Number of incidents and change tickets handled
• Number of elevated tickets resolved
• Number of successful change tickets
• Percentage completion of all mandatory training requirements

Responsibilities – Resolution & Troubleshooting

• Understand priority and severity based on ITIL practices; resolve trouble tickets within SLA
• Execute change control tickets as documented in the implementation plan

Troubleshooting

• Troubleshoot using information from previous tickets or by consulting with seniors
• Convert new steps into KB articles
• Perform logical/analytical troubleshooting

Escalation & Elevation

• Escalate within the organization/customer peer in case of resolution delay
• Understand OLA between delivery layers (L1, L2, L3) and adhere to OLA
• Elevate to the next level for elevated tickets

Backlog/Resolution & Installation

• Follow up on tickets based on agreed timelines; manage backlogs and last activity per process
• Resolve incidents and SRs within agreed timelines
• Execute infrastructure change tickets; install and configure tools, software, and patches

Runbook / Knowledge Base

• Update KB with new findings
• Document and record troubleshooting steps as knowledge base

Collaboration & Stakeholder Management

• Collaborate with delivery towers for ticket resolution within SLA
• Collaborate with team members for timely resolution
• Participate in team/organization initiatives
• Coordinate with UST ISMS teams for connectivity-related issues
• Lead customer and vendor calls; organize stakeholder meetings
• Own internal communications and related change management within the function

Strategic & Compliance

• Define strategy on data management, policy management, and data retention
• Support IT strategy for the function; ensure strategy is tracked and updated
• Thorough understanding of organization and customer-defined processes; suggest improvements
• Adhere to organizational policies and business conduct
• Support information governance and IT audits; act as SPOC for audits; coordinate objective setting

Process Improvement & Implementation

• Identify opportunities to increase service levels and mitigate issues
• Coordinate function-wide productivity efforts and collaborate with Finance
• Coordinate and monitor IT process implementation within the function

Training, Performance & Knowledge

• Complete mandatory training on time; provide on-floor training and mentorship
• Update goals and seek feedback; set team goals and provide coaching
• Support new team members in understanding the customer environment

Knowledge & Skills

• Good communication skills; ability to modify/create runbooks and troubleshoot elevated tickets
• Networking, server, storage, backup, cloud (AWS/Azure/GCP) knowledge; ITIL familiarity
• Monitoring tools (e.g., CA UIM, SCOM, SolarWinds, Nagios, ServiceNow); SQL scripting
• Ability to document technical diagrams and SOPs; ITSM process ownership
• Security and compliance awareness; familiarity with data protection concepts

Qualifications & Experience

• Bachelor's degree in Engineering, Computer Science, or related field
• Experience delivering in cybersecurity, data protection, and IT operations environments
• Knowledge of banking sector mail environments, Exchange Online is desirable

Note: Referrals may increase interview chances. This role description may include standard legal notices and regional requirements.