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 : Infrastructure Service Management

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 continuous technical assistance and upkeep for both production and development environments. This role requires managing and supporting configured services across diverse platforms, ensuring smooth operation within established processes and frameworks. The practitioner addresses hardware and software issues at the operating system level, spanning server and network components, while working both remotely and onsite. Daily activities include performing initial and intermediate troubleshooting to resolve technical challenges, maintaining system stability, and collaborating with various teams to uphold service quality and operational efficiency.

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 ensure timely resolution of technical issues.
Mentor junior team members to enhance their technical capabilities and problem-solving skills.
Monitor system performance and proactively identify areas for improvement to prevent disruptions.

Professional & Technical Skills:

Must To Have Skills: Proficiency in Infrastructure Service Management.
Strong knowledge of operating system environments and server/network infrastructure.
Experience in troubleshooting hardware and software issues at various support levels.
Ability to work with multiple technology vendors and software solutions.
Familiarity with incident management and change management processes.
Skilled in remote and onsite technical support methodologies.

Additional Information:

The candidate should have minimum 7.5 years of experience in Infrastructure Service Management.
This position is based at our Pune office.
A 15 years full time education is required.