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 : Critical Incident Management

Good to have skills : NA

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Job Description:

MIM/Service Management Role Description

Act as the ongoing interface between the client and the system or application, with a strong focus on Major Incident Management (MIM) alongside overall service management responsibilities. Dedicated to quality, using exceptional communication skills to keep our world-class systems running. Accurately define client issues and lead incident triage, coordination, and driving resolution, coordinating with internal operations team.

Must-Have Skills

Major Incident Management (MIM)

Infrastructure Service Management

Excellent Communication

SSI: NON SSI

Good-to-Have Skills

SSI: NON SSI

Job Requirements Summary

As a MIM/Service Management expert, you will act as the ongoing interface between the client and the system or application, with primary ownership of Major Incident Management in addition to steady-state service operations. You will be dedicated to quality, using exceptional communication skills to keep our world-class systems running.

Your typical day will involve leading major incident bridges, driving cross-team coordination, ensuring timely stakeholder communication, resolving client issues, and ensuring the smooth functioning of systems.

Roles & Responsibilities

Lead and own Major Incident Management (MIM)/Escalated incidents, including bridge setup, stakeholder updates, decision facilitation, and closure.

Drive incident triage, impact assessment, and recovery coordination across multiple resolver teams.

Act as an SME collaborate with and manage the team to perform effectively.

Be responsible for team decisions during incidents and steady-state operations.

Engage with multiple teams and contribute to key operational and technical decisions.

Provide solutions to problems for the immediate team and across multiple teams.

Ensure effective communication with clients during major incidents and critical service disruptions.

Design and implement resolutions based on deep product knowledge.

Collaborate with internal teams to ensure system stability and service continuity.

Manage and prioritize incidents to meet SLAs and MIM response timelines.

Professional & Technical Skills

Must-Have Skills:

Proficiency in Infrastructure Service Management

Hands-on experience in Major Incident Management (MIM)

Strong understanding of IT infrastructure and service management principles

Experience in incident, problem, and change management processes

Knowledge of ITIL framework and best practices

Experience handling high-severity incidents, escalations, and executive communications

Additional Information

Minimum 2 years of experience in Infrastructure Service Management, including MIM exposure

Base Location: Pune

Secondary Locations: Bangalore, Noida, Pune

15 years of full-time education required