Lead I - Cloud Infrastructure Services

Thiruvananthapuram, Kerala
Permanent
Full-time

6 hours ago

Job Description:Who we are:At UST, we help the world’s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we work with our client to co-create lasting change. Together, with over 26,000 employees in 25 countries, we build for boundless impact—touching billions of lives in the process. Visit us at .Job Responsibilities:The NOC Operations Lead is responsible for governing NOC service delivery from a process, service management, and operational excellence standpoint. - Lead and manage day‑to‑day NOC operations governance, ensuring adherence to defined processes and SLAs· Design, configure, and continuously improve Jira Service Management workflows, queues, automations, SLAs, and reporting· Define and maintain NOC operating procedures (SOPs), runbooks, escalation matrices, and shift handover standards· Own incident, problem, and service request processes, ensuring consistent execution across shifts· Lead service improvement initiatives, including reduction of noise, improvement of MTTR, and operational maturity· Facilitate Root Cause Analysis (RCA) and problem management reviews for recurring incidents· Act as the primary stakeholder interface for NOC operations, providing service reviews, metrics, and improvement plans· Govern OpsRamp operational usage (process alignment, policies, dashboards) in collaboration with platform admins· Manage NOC staffing, shift coverage, onboarding, training plans, and performance coaching· Prepare and present operational reports, SLA dashboards, and executive summariesService Management & Process· Strong expertise in ITIL‑aligned service management processes (Incident, Problem, Change, Request)· Hands‑on experience with Jira Service Management administration (workflows, SLAs, automations, reporting)· Proven ability to define, document, and operationalize SOPs and runbooks· Experience leading continuous service improvement (CSI) initiativesLeadership & Stakeholder Management· Experience leading NOC or operations teams in a 24x7 environment· Strong stakeholder communication and expectation‑management skills· Ability to translate operational data into service insights and improvement actionsOperational Awareness· High‑level understanding of compute, storage, network, and observability platforms (technical execution delegated to L2/L3)- ITIL® 4 Foundation / Managing Professional
- Jira Service Management Certification
- OpsRamp Professional / Administrator Certification
- SIAM or Service Integration Certification
- PMP / PRINCE2 / Agile Service ManagementWhat we believe:We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion and to place people at the center of everything we do.Humility:We will listen, learn, be empathetic and help selflessly in our interactions with everyone.Humanity:Through business, we will better the lives of those less fortunate than ourselves.Integrity:We honor our commitments and act with responsibility in all our relationships.Equal Employment Opportunity StatementUST is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientationAll employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

To support and promote the values of UST.

Comply with all Company policies and procedures

Skills:cloud infrastructure,problem management,continuous service improvement,incident management,About Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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