Astreya

Infrastructure Engineer

• Monitor server and network infrastructure health using established monitoring tools and dashboards, identifying alerts and anomalies requiring attention.
• Provide first-level response to service tickets within the organization´s ticketing system, ensuring 2-hour initial response SLA compliance for all incoming requests.
• Perform basic troubleshooting of Dell PowerEdge server hardware issues using iDRAC interfaces, RAID, escalating complex problems to L2 support with detailed documentation.
• Execute routine health checks on Cisco routers and switches, documenting status and flagging any deviations from normal operating parameters.
• Follow standardized runbooks and operational procedures for common infrastructure issues, ensuring consistent resolution approaches across the team.
• Log and document all incidents, actions taken, and resolutions in the ticketing system with accurate and detailed information for knowledge management.
• Escalate unresolved or complex issues to L2/L3 engineers with comprehensive handover notes including symptoms, actions attempted, and relevant logs.
• Assist with routine maintenance activities including scheduled reboots, basic configuration backups, and pre-approved firmware update executions under supervision.
• Participate in shift handover meetings, providing clear status updates on open tickets and ongoing issues to incoming team members.
• Coordinate with on-site technicians and vendors for basic hardware replacement activities, ensuring proper ticketing and tracking of all dispatch requests.
• Maintain awareness of scheduled maintenance windows and change activities, monitoring for any unexpected impacts during and after implementation.
• Contribute to the continuous improvement of runbooks and documentation by identifying gaps and suggesting updates based on real-world incident handling experience.

IT Infrastructure Operations Engineer I

Program Manager

• Manage multiple, complex, cross-functional and technical projects.
• Partner with functional teams during initiation, plan, design, procurement, deployment, and post deployment phases.
• Responsible for managing/tracking program milestones, timeline, and overall deliverables.
• Lead creation and maintenance of comprehensive project documentation including schedules, reviews, process documents, risk analysis, etc.
• Take a leadership role in defining project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Participate in driving project lifecycle milestones from concept commit through project closure and advocate change management.
• Use metrics and KPIs to measure project performance using appropriate tools and techniques, and provide regular status updates.
• Responsible for internal process improvements; remove gaps, across multiple teams and functions.
• Ensure risks are accounted for and provide risk mitigation strategies.
• Primary project point of contact for vendor partners and internal stakeholders.
• Coordinate and manage regularly scheduled meetings with core teams.
• Evaluate post project results against metrics; recommend or implement changes to improve delivery practices/processes.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position.

Project and Program Manager IV

• Provide advanced troubleshooting and fault isolation for escalated server and network incidents.
• Execute firmware, BIOS, and driver updates on Dell PowerEdge servers.
• Perform IOS/NX-OS firmware and software updates on Cisco routers and switches.
• Manage hardware break/fix procedures for server infrastructure.
• Conduct regular network health audits and performance analysis.
• Collaborate with the SRE team to enhance monitoring dashboards.
• Mentor and provide technical guidance to L1 engineers.
• Participate in blameless post-mortems following major incidents.
• Maintain and update operational runbooks, network diagrams, and technical documentation.
• Support hardware lifecycle management activities.

IT Infrastructure Operations Engineer II

Data Analyst

• Create advanced data visualizations
• Create complex reports using scripts and reporting tools
• Design and generate consensus and statistical demand forecast reports and continuously improve forecasting techniques, method, and approach
• Perform Exploratory Data Analysis (EDA) to identify improvements/automation opportunities
• Independently analyze data sets to identify opportunities for increased accuracy and efficiency
• Troubleshoot and test database technical issues with development team
• Create monthly Excel and Google Sheets files from database
• Perform quality assurance on data to determine potential data gaps
• Handle data-related technical issues and support data infrastructure needs
• Assemble large, complex data sets that meet functional / non-functional business
• Work with data and analytics experts to strive for greater functionality in our data systems.
• Other duties as required.

Data Analyst III

• Manages multiple, complex, cross-functional and technical projects.
• Partner with functional teams during initiation, plan, design, procurement, deployment, and post deployment phases.
• Responsible for managing/tracking program milestones, timeline, and overall deliverables.
• Engage in creating and maintaining comprehensive project documentation including schedules, reviews, process documents, risk analysis, etc.
• Define project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Drive the project lifecycle milestones from concept commit through project closure and advocate change management.
• Use metrics and KPIs to measure project performance using appropriate tools and techniques, and provide regular status updates.
• Responsible for internal process improvements; remove gaps, across multiple teams and functions.
• Ensure risks are accounted for and provide risk mitigation strategies.
• Primary project point of contact for vendor partners and internal stakeholders.
• Coordinate and assist with regularly scheduled meetings with core teams.
• Evaluate post project results against metrics; recommend or implement changes to improve delivery practices/processes.
• Other duties as required.

Program Manager III

Project Manager

• Plan and coordinate aspects of internal projects from initiation to delivery
• Provide weekly project updates including action item updates
• Schedule and coordinate project reviews and follow up on assigned actions
• Communicate status to the project team
• Maintain and monitor project plans, project schedules, work hours and expenditures
• Identify project issues and determine the right team member to provide a solution
• Organize, attend and participate in stakeholder meetings
• Document and follow up on important actions and decisions from meetings
• Collaborate with various regional teams responsible for project resources and ticket resolution
• Assist with daily monitoring of the ticketing system
• Produce regular reports as required
• Identify trends or recurring problems and escalate to management for resolution
• Locate and define new process improvement opportunities

Project Coordinator II

Operations

• Coordinate and track server or rack provisioning activities, including OS deployment and configuration
• Perform large-scale server onboarding, configuration, and service provisioning in remote environments
• Execute daily monitoring, troubleshooting, and repair coordination for server hardware and OS-related issues
• Resolve a range of technical issues, from hardware alerts to network and OS-level problems
• Maintain accurate data in asset management, ticketing, and configuration tracking systems
• Work with vendors and remote field technicians to diagnose and resolve hardware failures, including part replacements and RMAs
• Manage server lifecycle activities including commissioning, configuration changes, upgrades, decommissioning, and recycling coordination
• Handle service provisioning updates and changes as required
• Collect and verify asset data for accuracy and compliance
• Submit and track media destruction requests and ensure compliance documentation is completed
• Perform basic server network troubleshooting and configuration (MAC, Subnet, TCP/IP)
• Participate in on-call rotation to address operational issues and incidents
• Escalate unresolved or complex problems to senior Server Operations Engineers
• Assist in developing and maintaining policies, procedures, and operational documentation

Server Operations Engineer II

Analyst

• Collaborate with the Sourcing team to obtain product cost data.
• Collaborate with PLM (Product Lifecycle Management) and Engineering teams to monitor and verify BoM changes.
• Utilize internal cost system to generate BoM (Bill of Materials) cost rollup and comparison report.
• Setup and maintain correct personnel, assembly and commodity settings in the cost system.
• Assist in generating bi-weekly, monthly, and ad-hoc product cost reports.
• Identify and track appropriate performance measures, leading key performance indicators and associated drivers.
• Be proactive in reviewing information, identifying inconsistencies, trends and issues for management.
• Assist in maintaining consistent processes and standard formats, as well as design reporting summaries and scorecards.
• Identify and understand opportunities and risk potential in the forecasts and help analyze their impact.
• Support efforts in preparing communication to management and executive teams on areas of concern and actions required to meet financial commitments.
• Support report automation efforts for the group; assist in the assessment and implementation of decision support tools
• Other duties as required.

PCM Analyst II

• The Project Coordinator II will plan and coordinate aspects of data center projects from initiation to delivery.
• The role coordinates implementation processes including asset management, resource allocation, progress tracking, monitoring change control process, documentation, training and on-time delivery within budget constraints.
• Responsible for asset and material management across data centers and warehouses.
• Gather and maintain project requirement lists.
• Provides weekly project updates including action item updates.
• Schedules and coordinates project reviews and follows up on assigned actions.
• Effectively and accurately communicate status to the project team.
• Maintains and monitors project plans, project schedules, work hours and expenditures.
• Assists with identifying project issues, determining the right team member to provide a solution, and/or escalating the issue to the client manager.
• Takes part in organizing, attending and participating in stakeholder meetings.
• Documents and follows up on important actions and decisions from meetings.
• Collaborates with various regional teams responsible for project resources and ticket resolution.
• Assists with daily monitoring of the ticketing system, reassigning tickets where required.
• Produces regular reports as required.
• Assists with identifying trends or recurring problems and escalates to management for resolution.
• Assists with locating and defining new process improvement opportunities.
• Develops and maintains knowledge and skills and keeps up-to-date with new processes and procedures.
• Works closely with SDMs/Project Managers to understand and maintain focus on their analytical needs, including assisting with identifying critical metrics and KPIs, and delivering actionable insights to relevant decision-makers.
• Other duties as required.

ServiceNow

• Bridge business needs and ServiceNow capabilities as our Functional SME.
• Own functional design, process optimization, and value realization across ServiceNow enterprise workflows.
• Deliver scalable solutions that drive business outcomes, governance, and operational excellence.
• Lead discovery with senior stakeholders in IT, HR, Security, Finance, and Operations, acting as their trusted advisor for transformative ServiceNow implementations.
• Serve as functional authority for ITSM (Incident, Problem, Change, Request), Service Catalog & Request Fulfillment, CMDB (functional aspects), and Knowledge Management.
• Map and optimize end-to-end business processes on ServiceNow.
• Establish and govern functional standards, policies, and best practices.
• Collaborate with senior leaders to uncover pain points, KPIs, and goals.
• Facilitate workshops, requirements sessions, and design reviews.
• Deliver business impact analysis and tailored solution recommendations.
• Lead discovery for business requirements, user stories, functional specs, and AS-IS/TO-BE process flows.
• Translate needs into precise functional designs for technical teams.
• Validate against objectives and platform capabilities.
• Standardize and simplify processes across regions and units.
• Leverage ITIL/service management best practices for quality gains.
• Identify automation opportunities with defined ROI and efficiency metrics.
• Develop change management and adoption strategies.
• Define acceptance criteria, plan, and execute UAT.
• Ensure compliance, audit, and governance alignment.
• Design KPIs, dashboards, and success metrics.
• Partner on business insights and track benefits realization/continuous improvement.
• Align with Technical Admins/Developers, Enterprise Architecture, Security/Compliance, and Project Management.

ServiceNow Business Analyst – SME

• Act as primary technical owner of the ServiceNow platform.
• Administer core modules: ITSM (Incident, Problem, Change, Request), CMDB & Discovery, Service Catalog & Workflows, Knowledge Management, FSM and Employee Center within a domain separated environment.
• Execute system configurations, upgrades, patching, and releases.
• Maintain platform performance, availability, and reliability.
• Customize Business Rules, Client Scripts, UI Policies, Flow Designer, Workflows, ACLs, roles, and security rules.
• Develop and maintain Script Includes, REST integrations, APIs, and MID Server-based external system connections.
• Adhere to ServiceNow best practices to minimize technical debt.
• Own CMDB health, data integrity, normalization, Discovery, Service Mapping, and reconciliation rules.
• Lead compliance audits and lifecycle management.
• Enforce role-based access controls (RBAC) and data security.
• Support SOX, ISO, GDPR compliance and audit readiness through change reviews.
• Advise IT leadership and business partners as a technical expert.
• Translate requirements into scalable solutions with impact analysis and recommendations.
• Govern development standards, update sets, deployments, change management, and release planning.
• Review and approve technical designs and implementations.

ServiceNow Technical Administrator – Subject Matter Expert

Business Analyst

• Identify business process gaps and scale current client systems to fill them.
• Conduct quantitative/ qualitative data analysis using various tools and functions.
• Analyze complex business problems that can be solved through change management or system automation.
• Manage information and applicable supporting documents and dashboards.
• Generate charts and reports as required to demonstrate metric and KPI trends on a monthly or quarterly basis.
• Take the lead on working with stakeholders, including 3rd party representatives, to troubleshoot and resolve business systems problems.
• Lead work with client stakeholders to improve, automate and align business data with current client processes.
• Curate and maintain related support documentation and runbooks (Self help articles, macros, training material, support flows, other documentation).

Business Analyst IV

• Oversees multiple, cross-functional and technical projects
• Collaborate with Astreya team members, leaders and individual contributors, as well as collaborate with customer business stakeholders
• Align with the internal Astreya team and customer stakeholders on priorities and service improvement timelines
• Structure and drive project planning and schedules, define what project success would look like and drive execution to meet milestones and organizational objectives
• Own all program reporting and metrics delivery
• Collaborate with the Astreya and the customer to develop and maintain service reporting dashboards
• Supervise a diverse group of employees
• Conduct personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place
• Work closely with Talent Acquisition Teams to screen candidates
• Collaborate with internal teams to gather requirements and drive solutions with all internal and external stakeholders through all stages of assigned projects from the roadmap
• Develop and maintain resources through coaching and guidance to understand career projection and build a succession plan for future career growth opportunities.

Project & Program Management, Supervisor

• Create data visualizations
• Troubleshoot and test database technical issues with development team
• Create monthly Excel and Google Sheets files from database
• Independently analyze data sets to identify opportunities for increased accuracy and efficiency
• Perform quality assurance on data to determine potential data gaps
• Handle data-related technical issues and support data infrastructure needs
• Assemble large, complex data sets that meet functional / non-functional business
• Work with data and analytics experts to strive for greater functionality in our data systems.

Data Analyst II

• Handle the administration of retirement and health and welfare employee benefit programs
• Explain benefits and assist in business development and planning processes
• Compile, analyze and report data including employee and plan financials
• Provide benefit plan interpretation, guidance and counsel to employees
• Inform and educate employees and management about changes to benefit plans
• Monitor eligibility and ensure compliance with plan provisions and government requirements
• Coordinate design and communication of annual benefit enrollment materials
• Assure processes are in place to capture and maintain consistent benefit data
• Participate in the development of business processes
• Oversee employee data auditing and reporting

IT Infrastructure Operations Engineer I

Project and Program Manager IV

IT Infrastructure Operations Engineer II

Data Analyst III

Program Manager III

Project Coordinator II

Server Operations Engineer II

PCM Analyst II

Project Coordinator II

ServiceNow Business Analyst – SME

ServiceNow Technical Administrator – Subject Matter Expert

Business Analyst IV

Project & Program Management, Supervisor

Data Analyst II

Benefits Analyst II