Senior System & Infrastructure Support Engineer

Job Description: Senior System & Infrastructure Support Engineer

Role OverviewWe are seeking an experienced Senior System & Infrastructure Support Engineer with 5 years of hands-on expertise in enterprise IT desktop support Windows Server administration and Contact Center Infrastructure (Genesys) management. The ideal candidate will be responsible for handling L1L4 incidents server and application monitoring user endpoint management and security compliance while collaborating closely with business and development teams in an enterprise banking environment.

Key Responsibilities

• Endpoint & IT Infrastructure Support:
  • Provide L1 to L4 support for end-user IT hardware software applications and remote branches using enterprise tools like LANDesk.
  • Manage desktop hardening policies software installations printer setups and enterprise mail client configurations (MS Outlook Mozilla Thunderbird).
  • Enforce client security policies manage antivirus definitions (McAfee Endpoint) and perform data recovery operations (Pointsec).
• Contact Center & Genesys Platform Administration:
  • Monitor and troubleshoot Genesys platforms including SIP Server CC Pulse Universal Routing Design (URD/IRD) Outbound Contact Server (OCS) and Eservices.
  • Develop and upload Interaction Routing Development (IRD) strategies for email/call routing and coordinate UAT sign-offs for new business services.
  • Perform system log analysis monitor voice/screen recording statuses and manage outbound/inbound call flow metrics via CC Pulse and WFM tools.
• Windows Server Administration:
  • Configure and manage Active Directory Domain Services (Windows Server 2008/2012) including Domain Controllers (DC/ADC) user/group GPOs and Organizational Unit (OU) control delegation.
  • Administer local and roaming profiles Home Folders and File Server Resource Manager (FSRM) policies.
• Incident Change & Escalation Management:
  • Handle L1/L2 incident tickets via ServiceNow / I Helpdesk conduct root cause analysis (RCA) and collaborate with L3/development teams for issue resolution.
  • Participate in server restart activities post-maintenance validation checks database performance tuning and service outage responses.
  • Coordinate with onshore/offshore teams for Change Requests (CRs) Service Requests (SRs) and weekly client status reporting.

Candidate Requirements & Qualifications

• Work Experience: 5 years of relevant experience in System Engineering IT Desktop Support and Server Monitoring (prior experience with Banking sector clients like ICICI Bank is a major plus).
• Education: Bachelors degree in Computer Applications (BCA) Computer Science or equivalent field.
• Core Technical Skills:
  • OS & Directory: Windows Server 2008/2012 Active Directory GPO FSRM Trust Relationships.
  • Contact Center Stack: Genesys Administrator SIP Server IRD CC Pulse Solution Control Interface Interaction Workspace.
  • IT Service & Support Tools: ServiceNow LANDesk Remote Console McAfee Endpoint Pointsec Putty/Sys Logs.

Required Experience:

Senior IC