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 : Critical Incident Management
Good to have skills : NA
Minimum
7.5 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 and supporting various software products and configured services across multiple platforms, ensuring smooth operation within established processes. The practitioner addresses hardware and software issues at the operating system level, covering server and network components, and supports specific software solutions and vendors. Daily activities include performing first and second level troubleshooting, both remotely and onsite, to maintain system reliability and performance.
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 cross-functional groups to ensure timely resolution of incidents and minimize downtime.
- Monitor system health and proactively identify potential issues to prevent service disruptions.
- Mentor junior team members by sharing knowledge and best practices to enhance team capabilities.
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Strong problem-solving skills with the ability to analyze complex technical issues and implement effective solutions.
- Experience in managing incidents and coordinating responses across multiple teams and stakeholders.
- Familiarity with operating system-level support for servers and network infrastructure.
- Ability to perform both remote and onsite troubleshooting for hardware and software components.
- Excellent communication skills to facilitate collaboration and clear reporting during incident management.
Additional Information:
- The candidate should have minimum 7.5 years of experience in Critical Incident Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
