The role of Support Engineer is to provide support to the infrastructure and platform services defined by the respective customers/projects by Service Levels.
Make an impact by:
- Identify and apply appropriate Infrastructure and Platform operational best practices.
- Deploy, manage, and operate Public Cloud, Private Cloud, On-premises system and Hybrid Cloud environments.
- implement automation, where appropriate, to streamline provisioning, de-provisioning, and system management processes.
- Proactively monitor and measure Infrastructure performance and availability and implement corrective actions to improve reliability and efficiency.
- Manage infrastructure and Platform changes through formal change request processes and provide status updates to relevant stakeholders.
- Document and maintain infrastructure configurations and provide regular operational reports to relevant parties.
- Respond promptly to incidents, investigate issues, and provide temporary and/or permanent resolutions for escalated incidents, with timely status updates.
- Support service continuity measures, including backup and restore procedures and disaster recovery planning, to ensure continuous business operations.
- Adhere to security standards and best practices to prevent security breaches and reduce Infrastructure vulnerabilities support security audits and implement required corrective or preventive actions.
- Provide 24×7 standby support, as required.
Skills for Success:
- Diploma/ bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.
- Minimum 1-2 years of hands-on experience in IT infrastructure operations is preferred. However, candidates with strong knowledge will be considered.
- Strong hands-on experience with virtualisation and private cloud/Public technologies.
- Demonstrated experience administering system and network infrastructure.
- Practical experience with monitoring, performance management, and capacity planning for infrastructure.
- Strong background in incident management, including troubleshooting complex issues, performing root cause analysis, and implementing permanent corrective actions.
