Description

Monitor customer infrastructure and manage service requests following established SOPs and ITIL practices.

Responsibilities

• Monitor infrastructure using defined tools to identify failures and mitigate issues by raising priority-based tickets.
• Update runbooks and SOPs with new troubleshooting instructions and process changes.
• Manage ticket backlogs and ensure adherence to SLA and OLA timelines.
• Mentor new team members on customer environments, processes, and infrastructure.
• Collaborate with different delivery towers to ensure timely ticket resolution and document learnings.

Required Skills

• 5+ years of experience in infrastructure support or operations.
• Strong understanding of the ITIL framework and priority/severity definitions.
• Experience with ticketing tools such as ServiceNow or Remedy.
• Knowledge of OS administration, including installation, local user/group management, and patching.
• Foundational networking knowledge including IP addressing, network show commands, and troubleshooting connectivity.
• Ability to monitor enterprise storage and backup solutions.
• Database skills including creating/modifying queries and data modeling.
• Familiarity with OLTP and data warehouse applications.
• Competency in Active Directory and antivirus management.

Preferred Skills

• Experience with virtualization and server/client OS installation.
• Knowledge of port-channels, ether channels, and load balancers.

Key Skills

Education

Any Graduate