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 : Genesys Voice Platform


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. The role requires working closely with users and clients to identify and resolve technical issues efficiently, whether remotely or onsite. This position ensures the smooth operation and stability of various platforms by adhering to established processes and operating models, while maintaining clear communication and support quality throughout the day.

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 workflows and enhance service delivery.

Mentor junior team members to foster skill development and knowledge sharing.

Monitor and analyze system performance to proactively identify potential issues and recommend improvements.

Professional Technical Skills:


Must To Have Skills:

Proficiency in Genesys Voice Platform.

Strong troubleshooting skills related to voice platform infrastructure and application support.

Experience with incident management and problem resolution in complex technical environments.

Ability to work with operating systems, network components, and application platforms relevant to voice solutions.

Excellent communication skills to interact effectively with users, clients, and technical teams.

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

The candidate should have minimum 7.5 years of experience in Genesys Voice Platform.

This position is based at our Pune office.

A 15 years full time education is required.


Qualification 15 years full time education