Role Overview

Provide Level 2 Platform support across enterprise infrastructure services ensuring the availability stability security and performance of cloud server virtualization database backup and monitoring platforms. Responsible for incident resolution operational maintenance change execution and continuous service improvement within a 24x5 support environment.

Key Responsibilities

• Provide Level 2 Platform support for enterprise infrastructure services including Cloud Virtualization Server Database Backup Monitoring and End-User Computing platforms.
• Monitor infrastructure health and respond to alerts and incidents.
• Troubleshoot and resolve infrastructure-related issues within agreed service levels.
• Perform routine operational activities maintenance tasks and system health checks.
• Execute approved changes following established processes and procedures.
• Support backup recovery patching and compliance activities.
• Coordinate with internal teams vendors and service providers to resolve issues.
• Participate in major incident and problem management activities when required.
• Maintain operational documentation knowledge articles and support procedures.
• Contribute to continuous service improvement and operational excellence initiatives.
• Ensure effective communication and handover during shift transitions.
• Support infrastructure services within a 24x5 operational environment.

Shift Requirements

• This is a shift-based role within a 24x5 support model including:
  - Day evening and night shifts
  - Weekend and holiday coverage (as per rotation schedule)
• Strong requirement for effective handover communication between shifts
• Flexibility to adapt to rotational schedules across time zones

Required Skills & Qualifications

Technical Skills

• Strong understanding of:

• Microsoft Azure Infrastructure Services (Virtual Machines Storage Networking Monitoring Backup)
• Oracle Cloud Infrastructure (OCI) Compute Storage and Networking Services
• VMware vSphere ESXi vCenter and Dell EMC vxRail Platforms
• Microsoft Hyper-V Virtualization
• Windows Server Administration (2016/2019/2022)
• Active Directory DNS Group Policy (GPO) and Access Management
• Citrix Virtual Apps and Desktops (CVAD)
• Azure Virtual Desktop (AVD)
• Linux Administration (Red Hat Enterprise Linux and Oracle Linux)
• Microsoft SQL Server Operations and Monitoring
• Oracle Database and Oracle E-Business Suite (EBS) Support
• Commvault and Metallic Backup Solutions
• Infrastructure Monitoring and Event Management Tools
• SSL/TLS Certificate Lifecycle Management
• IT Service Management Platforms (ServiceNow or equivalent)

• Hands-on experience with:

• Infrastructure monitoring and alert management
• Incident investigation and troubleshooting
• Service request fulfillment
• Basic server provisioning and decommissioning activities
• Patch coordination and compliance validation
• Backup monitoring and restore validation
• User access administration and permission management
• Infrastructure health checks and operational maintenance activities
• Change implementation following approved procedures
• Vendor and third-party coordination for issue resolution

• Ability to:

• Perform L2 troubleshooting and issue resolution across multiple infrastructure technologies
• Analyze monitoring alerts logs and system events
• Escalate complex issues to L3 teams with appropriate diagnostics
• Support standard operational and maintenance activities
• Follow established operational procedures runbooks and support documentation
• Work effectively within a 24x5 support environment

Experience

• 48 years of experience in Infrastructure Operations Platform Support Cloud Operations or Enterprise IT Support environments.
• Experience working within a shift-based or 24x5 support model.
• Proven experience managing incidents changes and operational activities in enterprise environments.

Soft Skills

• Strong analytical and problem-solving skills
• Ability to work independently and take technical ownership
• Excellent communication and stakeholder management skills
• Ability to perform under pressure in a high-availability enterprise environment
• Proficiency in written and spoken English is a must

Nice-to-Have

• Automation and scripting knowledge
• Exposure to hybrid cloud environments
• Experience with enterprise monitoring platforms
• Understanding of infrastructure security and compliance frameworks
• Experience working with global support teams

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