Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner

Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.

Must have skills : Incident Management

Good to have skills : Infrastructure Service Management

Minimum 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 continuous technical assistance and upkeep for both production and development environments. This role requires managing support activities for configured services across diverse platforms, ensuring smooth operation within established processes. The practitioner addresses hardware and software issues at the operating system level, covering servers, networks, and specific software solutions. Tasks include performing first and second level troubleshooting, both remotely and onsite, to maintain system reliability and support business continuity. Collaboration with various teams to uphold service standards is an integral part of daily responsibilities.

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 stakeholders to ensure timely resolution of incidents and minimize downtime.
• Monitor system performance and proactively identify potential issues to prevent service disruptions.
• Support junior team members by sharing knowledge and assisting with complex troubleshooting tasks.
  
  

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Incident Management, Infrastructure Service Management.
• Good To Have Skills: Experience with Infrastructure Service Management.
• Strong understanding of incident lifecycle management and escalation procedures.
• Ability to analyze and resolve hardware and software issues across multiple platforms.
• Familiarity with operating system-level support for servers and network devices.
• Experience in coordinating with cross-functional teams to implement technical solutions.
  
  

Additional Information:

• The candidate should have minimum 5 years of experience in Incident Management.
• This position is based at our BDC7A - SEZ office.
• A 15 years full time education is required.