As an IT Infrastructure Operations & Support Engineer, you are responsible for ensuring the reliability, security, and efficiency of our clients IT infrastructures. Your expertise will contribute to maintaining and enhancing complex network environments, fostering secure and resilient systems essential for business operations.
Key Responsibilities
- Perform preventive and corrective maintenance on IT infrastructure, including servers, networks, operating systems (Windows and RHEL), and related platforms to ensure high availability, stability, and reliability of services.
- Execute incident resolution and problem remediation in alignment with Incident Management and Problem Management processes, acting as an escalation point for infrastructure-related incidents to ensure timely service restoration within agreed Service Level Agreements (SLAs).
- Advise customers on performance and capacity improvement recommendations; and implement optimization initiatives
- Implement and maintain security controls for customers, including patch management, vulnerability remediation, access controls, and system hardening, in compliance with customer security policies and best practices.
- Ensure the timely application of security patches and updates in accordance with established Change and Release Management processes to maintain system integrity and security posture.
- Maintain accurate and up‑to‑date IT documentation, including system configurations and architecture, Standard Operating Procedures (SOPs), maintenance and recovery procedures, and incident and problem records; produce operational and security reports, including incident post‑mortems and root‑cause analyses (RCA), for management and customers; and improve service consistency while enhancing response and resolution times in alignment with customers SLAs.
- Collaborate closely with customers, internal teams, and external service providers to ensure seamless IT operations; coordinate audit, incident, and change activities; and communicate technical risks, service impacts, and recommendations clearly and effectively to non‑technical customer stakeholders. Demonstrate the ability to work independently, manage priorities effectively, and take ownership of assigned tasks and initiatives.
Requirements
- Minimum 5-7 years of experience in IT infrastructure management and/or information security within enterprise or customer‑facing environments.
- Strong understanding of IT infrastructure, including hardware, software, operating systems, networking, and security principles.
- Proven experience in IT operations management, including system administration, patch management, and system health and performance monitoring. Excellent problem‑solving, communication, and stakeholder management skills, with the ability to articulate technical concepts clearly to both technical and non‑technical audiences.
- Proficiency in Microsoft technologies, including Active Directory, Certificate Authority (PKI), Group Policy, and other related Microsoft infrastructure services.
- Willing to be on 24x7 standby
- Possess valid class 3 license is a plus point.
