Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner


Project Role Description : Provide L1L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.


Must have skills : Cloud Network Operations


Good to have skills : Juniper mist AI
Minimum
5 year(s) of experience is required


Educational Qualification : 15 years full time education


Summary:
Act as the ongoing interface between the client and the system or application. Lead 24 7 network operations with strong ownership of Juniper Mist AI-driven assurance, acting as escalation authority while guiding teams across Juniper routing switching, SD-WAN, F5 LBs, and virtualized environments to deliver stable, user-centric network services.


Roles Responsibilities:
Own day-to-day operations of the Juniper Mist AI cloud platform, including Wireless, Wired, and WAN Assurance.
Monitor and manage Service Level Expectations (SLEs) to proactively detect and address user-impacting network issues.
Leverage Marvis AI (Virtual Network Assistant) for AI-driven troubleshooting, root-cause analysis, and incident resolution.
Review and validate AI-recommended corrective actions (Marvis Actions) before execution to ensure operational safety.
Maintain and optimize alerts, dashboards, and assurance profiles across enterprise sites.
Coordinate with Juniper support teams for platform-related incidents, defects, or service degradation.
Serve as the primary escalation lead for P1/P2 network incidents in a 24 7 support environment.
Act as Incident Commander during major outages, driving triage, communication, and recovery efforts.
Provide L3/L2 troubleshooting leadership for Juniper EX / QFX / MX environments (VLANs, STP, routing, PoE, link issues)
Guide controlled execution of firmware upgrades, configuration validation and post-change verification during maintenance windows
Support incidents identified via Mist Wired Assurance or escalated from traditional NMS tools
Ensure structured shift handovers, incident documentation, and SLA adherence across all support shifts.
Reduce Mean Time to Resolution (MTTR) through AI-assisted operations and standardized workflows.
Support and lead troubleshooting for SD WAN connectivity and application performance issues.
Analyze WAN link health metrics such as latency, jitter, packet loss, and availability.
Correlate application experience issues with WAN, underlay, or transport-layer problems.
Coordinate escalations for chronic or design-related SD WAN issues.
Provide L1/L2 operational support for F5 load balancer environments.
Monitor virtual servers, pool member health, and SSL certificate status.
Coordinate with application and security teams during performance or availability incidents.
Work closely with virtualization and cloud teams to resolve network-related issues in virtualized environments.
Identify and troubleshoot issues related to virtual switching, host networking, and overlay connectivity.
Support network operations across on-premises, private cloud, and hybrid environments.
Follow ITIL process with proving skills in working with Incident Change management methodologies.



Professional Technical Skills:


Must To Have Skills:

Proficiency in Juniper Mist AI.

Strong knowledge of network protocols, infrastructure components, and cloud-based environments.

Experience in troubleshooting and resolving issues related to network connectivity, performance, and security.

Familiarity with monitoring tools and incident management systems to track and escalate issues effectively.

Ability to work with operating systems and application platforms to support integrated infrastructure solutions.

Excellent problem-solving skills with a focus on delivering timely and effective technical support.

The candidate should have minimum 5 years of experience in network technology and 3+ year experience in Juniper Mist AI.

This position is based at our Bengaluru office.

A 15 years full time education is required.

Juniper MIST AI, CCNP / CCIE Certifications or its equivalent Network certification.



Qualification 15 years full time education