Job Description
Role Summary
The incumbent will lead a business vertical of IT Infrastructure Services function, responsible for developing a high-performing technical support team and delivering end-to-end installation, commissioning, maintenance and lifecycle support for enterprise servers, storage systems, workstations and related IT infrastructure. The role requires close coordination with customers, OEMs and internal stakeholders to ensure reliable, secure and timely delivery of infrastructure solutions for Defence and Government projects.
Key Responsibilities
Team Leadership & Service Delivery
- Build, mentor and lead a multidisciplinary team of Infrastructure Engineers and Field Service Engineers.
- Develop technical competencies within the team through structured training and knowledge-sharing initiatives.
- Define service delivery processes, standard operating procedures (SOPs) and service quality standards.
- Allocate resources effectively to support multiple customer projects across locations.
- Drive continuous improvement in service delivery and operational efficiency.
- Establish KPIs and monitor team performance to achieve service excellence.
Infrastructure Installation & Commissioning
- Lead installation, configuration and commissioning of enterprise servers, storage systems and associated IT infrastructure.
- Oversee deployment of rack servers, blade servers, hyper-converged infrastructure and storage solutions.
- Ensure successful installation of operating systems, virtualization platforms and system software.
- Coordinate site readiness activities and customer acceptance testing.
Systems Administration & Technical Support
- Provide technical leadership for installation and administration of:
- Windows Server
- Linux (Red Hat, Oracle Linux, Ubuntu)
- Virtualization platforms (VMware, Hyper-V, KVM)
- SAN and NAS storage solutions
- Backup and Disaster Recovery systems
- Lead troubleshooting of hardware, firmware, operating system and infrastructure-related issues.
- Ensure proactive monitoring and preventive maintenance of customer infrastructure.
Customer Support & Field Services
- Manage installation and post-sales technical support across customer locations.
- Ensure timely resolution of customer incidents in accordance with Service Level Agreements (SLAs).
- Coordinate onsite support, remote troubleshooting and preventive maintenance activities.
- Develop customer support processes and escalation mechanisms.
- Build strong customer relationships and ensure high levels of customer satisfaction.
Vendor & OEM Coordination
- Coordinate with OEMs such as Dell Technologies, HPE, Lenovo, Cisco, NetApp, IBM, Oracle and Microsoft for technical support, warranty services and product lifecycle management.
- Evaluate technical solutions and support procurement activities.
- Monitor vendor performance and ensure compliance with contractual obligations.
Essential Technical Skills
The candidate should possess hands-on expertise in:
- Enterprise Server Installation and Administration
- Rack, Blade and Tower Servers
- Storage Systems (SAN, NAS, DAS)
- Windows Server Administration
- Linux Administration (Red Hat, Oracle Linux, Ubuntu)
- VMware vSphere / ESXi
- Hyper-V / KVM Virtualization
- Backup and Disaster Recovery Solutions
- RAID Configuration
- Server Hardware Diagnostics
- Firmware and BIOS Upgrades
- Network Infrastructure Fundamentals
- Active Directory and DNS
- Infrastructure Monitoring Tools
- IT Asset Lifecycle Management
No Referrers Available
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