Role Proficiency: Follow the runbook/SOP to monitor track and co-ordinate to closure incidents/service requests Outcomes: 1) Provide day to day monitoring support for respective work streams (NOC SOC)2) Work on incidents and SRs pertaining to respective work streams3) Track co-ordinate and close incidents and service requires according agreed service levels Measures of Outcomes: 1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets - OLA Adherence4) Manage ticket backlog timelines - SLA adherence in managing ticket backlogs5) Adhere to defined process - # of Non-compliance events from internal/external audits6) % Completion of all mandatory customer and organization training requirements Outputs Expected: Monitoring: - 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 Collaboration: - 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. Training: - 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 - Solid interpersonal and communication skills - Ability to co-relate failures - 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 - 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: - 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 knowledgeAdditional Comments: