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
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 stability and ensure high-quality support. Daily activities include monitoring systems, troubleshooting network and application problems, and collaborating with various teams to uphold seamless operational performance.
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.
- Maintain clear and timely communication with users and stakeholders to ensure transparency in issue resolution.
- Document incidents and resolutions accurately to support knowledge sharing and continuous improvement.
- Assist in the implementation of process improvements to enhance service delivery and operational efficiency.
'- 24x7 acceptance of all service requests and fault reports regarding the IT network
- Acceptance of all service requests and fault reports that are not taken over by the IT control center regarding the infrastructure within the primary service time
- Bringing about solutions to service requests and service disruptions (incidents)
- Forwarding and proactive follow-up of service requests and incidents to downstream support levels, including prior qualification
- Complete and sustainable documentation in the ticket system
- Communication with internal customers such as other group brands, subsidiaries, other service desk units, etc.
- Central communication point
- Cooperation and coordination with other support level offices as well as internal interfaces
- Detailed, detailed and detailed planning of changes to the IT infrastructure
- Implementation of change planning in terms of content and timing
- Takeover of change communication to involved interfaces
- Ensuring compliance with all test and acceptance procedures of change management as well as all quality standards of the client
- Transfer of changes
- Support in the implementation of all changes
- Extensive documentation within the processes
- Creation and maintenance of knowledge entries
- Creation of operating manuals
- Participation in meetings and votes
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Enterprise Network Operations.
- Strong knowledge of network protocols, infrastructure components, and troubleshooting methodologies.
- Experience with monitoring tools and incident management systems to track and resolve technical issues.
- Ability to analyze and diagnose problems across infrastructure, operating systems, and application platforms.
- Familiarity with remote support techniques and onsite technical assistance procedures.
- Effective communication skills to interact with users, clients, and technical teams.
Additional Information:
- The candidate should have minimum 3 years of experience in Enterprise Network Operations.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
