UST
Website:
ust.com
Job details:
Role Description
SCOPE OF WORK
The Service Provider shall deliver the services outlined herein for the Company s Global Delivery Centre in India. The Service Provider shall be responsible for end to end service management, including but not limited to resource management, project coordination activities, shift and workforce management, recruitment activities, knowledge continuity, operational governance, and scaling of resources (ramp up or ramp down) in line with evolving business requirements and service commitments.
1.1 Continuous Monitoring
Provide 24 7 real time monitoring and operational visibility across enterprise IT environments, including:
Network Infrastructure: Routers, switches, firewalls etc.
Server Platforms: Windows and Linux systems, Solaris, ESX etc.
Applications and Middleware Components
Database Platforms: Availability monitoring only
Cloud Environments: Availability status and threshold based s
Monitoring is performed using industry standard monitoring platforms and OEM tools, including but not limited to:
Zabbix, SolarWinds, Logic Monitor, Splunk, SCOM, PRTG, Nagios, and vendor specific tools
1.2 Validation and Triage
Perform Qualification And Validation To
Identify and suppress false positives
Detect threshold breaches indicating service degradation
Exclude s related to approved maintenance activities
Classify s based on severity, urgency, and business impact
Identify affected systems, services, and customers to support accurate impact assessment
1.3 Incident Logging
Create and manage incidents within authorized IT Service Management (ITSM) systems such as ServiceNow, Remedy, or Jira
Ensure Accurate Documentation Of
Priority and severity levels
Configuration Item (CI) and service associations
Clear and concise impact descriptions
1.4 Notification and Escalation
Notify appropriate L1, L2, and L3 support teams in accordance with the defined escalation matrix
Initiate vendor or third party escalations where applicable
Perform SLA driven follow ups and proactive reminders to ensure timely resolution
Perform L1 monitoring and initial handling of system s and notifications across multiple channels, including email, SMS, and enterprise messaging platforms.
1.5 Incident Tracking and Communication
Track incidents throughout the complete lifecycle until closure
Provide periodic status updates based on inputs from resolver teams
Support Major Incident Management activities, including bridge call coordination and action tracking
1.6 Reporting and Shift Handover
Generate And Share Structured Shift Handover Reports, Including
and incident summaries
Pending and aging issues
Ensure smooth operational continuity through formalized shift handover procedures
- Level 1 (L1) Support Scope
2.1 Access & Tool Administration Support
L1 support for user access verification to monitoring & ITSM tools
Escalation for tool access issues, dashboard gaps or probe failures.
Health validation of monitoring agents/connectors
2.2 Initial Troubleshooting
Conduct first level diagnostics using approved SOPs and operational runbooks, including:
Connectivity checks (ping, traceroute, port validation)
Service and application availability checks
Process and service status verification
Assess whether incidents are transient or persistent in nature
2.3 Basic Corrective Actions (Pre Approved Only)
Execute Authorized And Predefined Recovery Actions, Including
Restarting services or application components, where permitted
Clearing stuck sessions, queues, or jobs
Running approved scripts or standard recovery procedures
Performing configuration validation in read only mode
2.4 Incident Resolution (Within L1 Capability)
Resolve known and recurring incidents with documented solutions
Validate service restoration through monitoring confirmation
Update incident records with resolution details prior to closure
2.5 Escalation with Technical Context
Escalate unresolved incidents to L2/L3 teams with complete and actionable context, including:
Troubleshooting steps already performed
Supporting logs, screenshots, and observations
Clear description of impact and event timeline
2.6 User and Stakeholder Communication
Provide first level communication to users and stakeholders
Share service restoration confirmations and status updates
Address standard operational queries during incident lifecycle
Support in onboarding new customers, devices, nodes etc.
2.7 Knowledge and SOP Compliance
Adhere strictly to approved SOPs, operational guidelines, and escalation paths
Maintain and update knowledge articles where applicable
Identify, report, and recommend improvements for SOP gaps or inefficiencies
- Scope of work (Key Activities)
Monitoring & L1 Operations Responsibilities - Frequency
- 24 7 real time monitoring and first level operational support for infrastructure, servers, applications, networks, and cloud platforms as per SLA. - To be finalized during service transition
- validation, correlation, and initial triage, including filtering false positives and maintenance related s - To be finalized during service transition
- First level investigation using monitoring tools and basic diagnostics, including review of s, dashboards, and health indicators as per SLA. - To be finalized during service transition
- Timely escalation of critical alarms and incidents to L2/L3 or vendors as per escalation matrix, with complete operational context, considering SLAs. - To be finalized during service transition
- Incident logging and lifecycle updates in Service Management tools, ensuring accurate documentation of symptoms, impact, actions taken, and status as per SLA. - To be finalized during service transition
- Execution of predefined and pre approved L1 recovery actions, such as service restarts or standard checks, strictly within SOP guidelines and as per SLA. - To be finalized during service transition
- Incident ownership from detection until closure or escalation, including follow ups and aging management- To be finalized during service transition
- Operational coordination during Incidents, including bridge participation, monitoring updates, notifications and action tracking as per agreed SLAs - To be finalized during service transition
- Support during Incident/Changes/operational events, ensuring prompt communication and escalation - To be finalized during service transition
- Structured shift handovers and operational reporting, covering s, incidents, pending actions, and identified risks - To be finalized during service transition
- Identification and escalation of monitoring or tool issues impacting operational visibility or incident handling - To be finalized during service transition
- Monitoring support for planned maintenance and patching, including suppression validation and post change health checks - To be finalized during service transition
- Periodic health checks of key systems and monitoring platforms to ensure service readiness - To be finalized during service transition
- Knowledge sharing and operational support for recurring issues, including inputs for trend analysis and problem management - To be finalized during service transition
3.1. One Line Definition - L1
The EoG and L1 Support model delivers 24*7 monitor of the IT, structured incident governance, and Firstline troubleshooting with predefined recovery actions, while advanced technical resolution and engineering activities are handled by higher support tiers.
Skills
network engineering,network monitoring,network engineering,network operations center,
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