Infra Tech Support Practitioner

Infra Tech Support Practitioner

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 : Network Operations & Service Management
Good to have skills : SD Access Operations
Minimum 12 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 issues efficiently, whether remotely or onsite. The practitioner ensures smooth operation by adhering to established processes and operating models, maintaining service stability, and providing consistent quality support across various technology platforms and environments. Collaboration and communication with multiple stakeholders are integral to managing and resolving technical challenges effectively.

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.
- Expected to provide solutions to problems that apply across multiple teams.
- Coordinate with cross-functional teams to streamline support processes and improve service delivery.
- Mentor junior team members to enhance their technical skills and problem-solving capabilities.
- Monitor infrastructure performance and proactively identify potential issues to minimize downtime.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Network Operations & Service Management.
- Good To Have Skills: Experience with SD Access Operations.
- Strong knowledge of network infrastructure components and service management frameworks.
- Ability to troubleshoot and resolve complex issues related to network operations and service delivery.
- Experience in managing incident, problem, and change management processes within IT operations.
- Familiarity with monitoring tools and techniques to ensure optimal network performance.

Additional Information:
- The candidate should have minimum 12 years of experience in Network Operations & Service Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.