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 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, either remotely or onsite, to identify and resolve technical issues efficiently. The practitioner follows established operational procedures to maintain service stability and quality, ensuring smooth functioning of various platforms including infrastructure, operating systems, and networks. Collaboration with multiple teams and adherence to defined processes are key aspects of the daily routine.

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 teams to ensure timely resolution of technical issues.
Mentor junior team members to enhance their technical capabilities and problem-solving skills.
Monitor and report on service performance metrics to support continuous improvement initiatives.

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 issues related to operating systems, network connectivity, and application platforms.
Familiarity with incident management and problem resolution processes within IT operations.
Effective communication skills to interact with users, clients, and technical teams.

Additional Information:

The candidate should have minimum 8 years of experience in Network Operations & Service Management.
This position is based at our BDC7C - SEZ location.
A 15 years full time education is required.