Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner

Project Role Description : Provide L1L2 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 : Cloud Based Service Management Process Design

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 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 technical issues efficiently, whether remotely or onsite. The practitioner ensures that all support activities align with established operating procedures, maintaining the stability and reliability of services. Collaboration with various teams and continuous monitoring of systems are integral parts of the daily routine to uphold high-quality support standards.

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 streamline support processes and improve service delivery.

Mentor junior team members to enhance their technical capabilities and problem-solving skills.

Monitor and report on service performance metrics to identify areas for improvement.

Professional Technical Skills:

Must To Have Skills:

Proficiency in Cloud Based Service Management Process Design.

Strong knowledge of infrastructure components including servers, storage, and network devices.

Experience in troubleshooting operating systems and application platforms in diverse environments.

Ability to follow and improve defined operating models and support processes.

Skilled in remote and onsite technical support methodologies.

Competence in incident management and problem resolution techniques.

The candidate should have minimum 8 years of experience in Cloud Based Service Management Process Design.

This position is based at our BDC7A - SEZ location.

A 15 years full time education is required.

Qualification 15 years full time education