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 : Enterprise Network Operations
Good to have skills : NA
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 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 to identify and resolve issues efficiently, whether remotely or onsite. The practitioner follows established operational procedures to maintain service reliability and quality, ensuring smooth functioning of networks, operating systems, and application platforms. Collaboration with various teams and adherence to defined processes are key aspects of daily activities, contributing to overall infrastructure stability and user satisfaction.
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 technical issues and maintain service continuity.
- Monitor infrastructure performance and proactively identify potential risks or bottlenecks to prevent service disruptions.
- Support junior team members by providing guidance and sharing knowledge to enhance team capabilities.
- Main topic: Operation of Cisco Catalyst and Cisco Meraki LAN & WLAN / Cisco ISE / Catalyst Center
- Analysis, testing and evaluation of new technologies
- Carrying out tests and certifications (test laboratory)
- Implementation and evaluation of error analyses
- Conducting and evaluating audits / reviews of standards
- Life-Cycle Management (Config, HW and SW)
- Creation and implementation of presentations / decision templates
- Collaboration in a responsible 7x24h operating environment with on-call duty
Good knowledge of the development of on-prem infrastructures in the field of LAN, sound knowledge of WLAN
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Enterprise Network Operations.
- Strong knowledge of network protocols, infrastructure components, and troubleshooting methodologies.
- Experience in managing and supporting operating systems and application platforms within enterprise environments.
- Ability to analyze and resolve complex technical issues while maintaining clear communication with users and stakeholders.
- Familiarity with incident management processes and tools to ensure efficient handling of support requests.
- Capability to work effectively in both remote and onsite settings, adapting to dynamic operational requirements.
Additional Information:
- The candidate should have minimum 5 years of experience in Enterprise Network Operations.
- This position is based at our Gurugram office.
- A 15 years full time education is required.
