Infrastructure Systems Engineer II

• 5+ years of experience in IT Operations/Production support.
• Strong ITIL Service Management Skills.
• Detecting and recording the incidents. Provide initial assessment of categorization and prioritization for reported incidents.
• Sending periodic notifications to all the stakeholders for Severity1 and Severity2 incidents (Severity 1 is the incident of highest impact and Severity 4 are the incidents with lowest impact) and assigning the appropriate technical team or Subject Matter Expert to restore/resolve services.
• Ensure that proper initial incident delivery is provided to end-user or customer. Search database containing records of problems, symptoms and resolutions.
• Use Escalation Matrix appropriately to get appropriate level of focus from technical teams and management.
• Have a good understanding of Infrastructure Technologies like Linux, Servers, Middle-Ware and Networking etc.
• Must be detail-oriented, committed to deadlines and have solid verbal and written communication skills. Strong coordination skills with multiple stakeholders.
• Leadership driving production issues to resolution. Work with technical teams to ensure maintenance coverage for all relevant IT infrastructure.
• Structured method of moderating P1/P2/Major incidents with complete control of troubleshooting, communication with all stakeholders from business, management and technical teams.

Requirements:

• BE Computer Science or related technical degree or work experience.
• Should have experience of working on highly available systems either in on-premise hosting or cloud hosting model.
• Strong documentation, reporting, excellent communication skills and active listening. Strong teamwork ethic willing to jump in to assist others.
• Accountability, Ownership and Commitment to quality and deadlines.
• An independent worker who will take the initiative to ensure goals are met.
• Ability to work under pressure with changing objectives and deadlines.
• Creative problem solver with strong analytical skills.
• Highly reliable and organized with strong attention to details, with ability to concurrently manage multiple tasks.