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 : 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. Throughout the day, they balance troubleshooting, communication, and coordination tasks to ensure smooth operation of infrastructure components and support seamless user experiences.
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 incidents and resolutions accurately to support knowledge sharing and continuous improvement.
- Assist in monitoring system performance and proactively identify potential risks or disruptions.
- Support junior team members by sharing knowledge and providing guidance when needed.
- 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 understanding of firewall configuration, management, and troubleshooting.
- Experience with network security principles and best practices.
- Ability to analyze logs and network traffic to diagnose security incidents.
- Familiarity with infrastructure support processes and incident management tools.
Additional Information:
- 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.
