Job Title: Associate II – Cloud Infrastructure Services
Experience Required: 2–3 Years
Openings: 1
Location: Bangalore
Job Type: Full-Time | On-Site
Primary Skills: Networking, Network Management, Infrastructure Monitoring, ITIL, ServiceNow, Cloud Support
Job Summary:
UST is hiring a Cloud Infrastructure Services Associate II to monitor, manage, and support cloud and network infrastructure components. The ideal candidate will have 2–3 years of experience in IT infrastructure monitoring, ticket handling, and hands-on troubleshooting across networking, server, storage, and database domains. This role includes working with industry tools such as ServiceNow, Remedy, and adhering to ITIL standards.
Key Responsibilities:
Monitor customer infrastructure via tools and SOPs to detect failures and raise tickets with appropriate severity and priority.
Follow documented runbooks/SOPs for troubleshooting; contribute to updates and improvements.
Collaborate across delivery teams to resolve tickets within SLA/OLA timelines.
Track and manage ticket backlogs, escalations, and status updates.
Conduct health checks, analyze logs, and assist in infrastructure troubleshooting.
Mentor new team members on customer environments and standard procedures.
Provide knowledge base (KB) or SOP change suggestions.
Ensure on-time completion of mandatory organizational and customer-specific trainings.
Document lessons learned and contribute to team knowledge sharing.
Performance Metrics:
Minimum 95% SLA adherence in ticket resolution
Low non-compliance findings during audits
Number of process improvement suggestions (KB changes)
Completion of at least 2 trainings per year
Timely mentorship and onboarding of new team members
Required Skills & Knowledge:
Networking:
Understanding of IP addressing, routing, port-channels, VLANs, bandwidth utilization, etc.
Experience using network commands across routers, switches, firewalls, and load balancers.
Server:
Familiarity with Windows/Linux server environments, event logs, partitions (FAT/NTFS), and system processes.
Experience in OS installation, local user/group management, and basic patching.
Storage & Backup:
Strong understanding of backup solutions, appliances, virtual tape libraries, and tape libraries.
Knowledge in monitoring and recovery operations.
Database:
Proficient in SQL queries and understanding of 3-tier architecture and background processes.
Ability to optimize database storage and performance.
End User Computing:
Active Directory, antivirus, and Office 365 administration.
Handling end-user tickets and troubleshooting network issues.
Additional Skills:
Strong communication (verbal and written), analytical reasoning, and problem-solving skills
Knowledge of ITSM tools like ServiceNow, Remedy
Familiarity with ITIL v3/v4, ISO processes, and audit requirements
Proficient in MS Excel, Word, PowerPoint, Outlook
