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 : Critical Incident Management
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. The role requires working closely with users and clients, either remotely or onsite, to identify and resolve issues efficiently. This position ensures the smooth operation and stability of services by adhering to established processes and operating models, while maintaining clear communication and coordination with various stakeholders throughout the support lifecycle.
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 incident response activities to minimize service disruption and restore normal operations promptly.
- Monitor and analyze incident trends to recommend improvements in processes and infrastructure.
- Support junior team members by providing guidance and knowledge sharing to enhance overall team capability.
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Strong analytical and problem-solving abilities to diagnose and resolve complex infrastructure and application issues.
- Experience with incident tracking and management tools to ensure timely resolution and documentation.
- Ability to communicate effectively with technical and non-technical stakeholders to facilitate issue resolution.
- Familiarity with operating systems, network components, and application platforms to support diverse environments.
- Capability to work under pressure and manage multiple incidents simultaneously while maintaining service quality.
Additional Information:
- The candidate should have minimum 5 years of experience in Critical Incident Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
