Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner

Project Role Description : Provide L1–L2 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 : Incident Management

Good to have skills : Infrastructure Service Management

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

As an Infra Tech Support Practitioner, a typical day involves delivering first and second level technical assistance for infrastructure, systems, and applications across both production and development settings. This role requires working closely with users and clients, either remotely or onsite, to identify and resolve technical issues efficiently. The practitioner follows established operational procedures to maintain service stability and ensure high-quality support. Collaboration with various teams and adherence to defined processes are integral to managing the technical environment effectively throughout the day.

Roles & Responsibilities:

• Expected to be an SME, collaborate and manage the team to perform.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Provide solutions to problems for their immediate team and across multiple teams.
• Coordinate with cross-functional teams to ensure seamless incident resolution and service continuity.
• Monitor and analyze incident trends to recommend improvements in processes and tools.
• Support junior team members by providing guidance and knowledge sharing to enhance team capabilities.
  
  

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Incident Management, Infrastructure Service Management.
• Good To Have Skills: Experience with Infrastructure Service Management.
• Strong knowledge of incident lifecycle management and escalation procedures.
• Ability to troubleshoot and resolve issues related to infrastructure, operating systems, and network components.
• Familiarity with monitoring tools and incident tracking systems to ensure timely resolution.
• Excellent communication skills to interact effectively with users, clients, and technical teams.
  
  

Additional Information:

• The candidate should have minimum 8 years of experience in Incident Management.
• This position is based at our BDC7A - SEZ office.
• A 15 years full time education is required.