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 : Palo Alto Networks Firewalls
Good to have skills : NA
Minimum 3 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 procedures and operating models to maintain service reliability and quality support. Daily activities include monitoring system performance, troubleshooting network and application problems, and ensuring smooth operation of infrastructure components to support organizational needs.

Roles Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Document and maintain accurate records of incidents, resolutions, and system changes.
- Assist in the continuous improvement of support processes and knowledge base.
- Provide guidance and support to junior team members to foster skill development.
- Main topic: Rollout and operation of Cisco RAS VPN (Firepower) Palo Alto Network Security (SASE and OnPrem Firewalls) Broadcom Proxy Services.
- Analysis, testing and evaluation of new technologies
- Design, conception and further development of the infrastructure
- Creation of security policies and configuration specifications
- Carrying out tests and certifications (test laboratory)
- Implementation of complex migrations
- Responsible for the troubleshooting of Level 3 incidents
- Implementation and evaluation of error analyses
- Conducting and evaluating audits / reviews of standards
- Life-Cycle Management (Config, HW and SW)
- Technology and innovation consulting
- Creation and implementation of presentations / decision templates
- Collaboration in a responsible 7x24h operating environment with on-call duty
- Good knowledge of building on-prem and cloud infrastructures via deployment pipelines using Infrastructure-as-Code (IaC) and confident application of the necessary tools/technologies, such as GitLab, Terraform, Ansible


Professional Technical Skills:
- Must To Have Skills: Proficiency in Palo Alto Networks Firewalls.
- Strong knowledge of firewall configuration, management, and troubleshooting.
- Experience with network security principles and best practices.
- Ability to analyze and resolve issues related to infrastructure and network components.
- Familiarity with monitoring tools and incident management systems.
- Good communication skills to interact effectively with users and technical teams.
- The candidate should have minimum 3 years of experience in Palo Alto Networks Firewalls.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.




Qualification
15 years full time education