Infrastructure Services Engineer

Job Description: Infrastructure Services Engineer
100% Remote

Role Overview: The Enterprise Support Lead is responsible for resolving high-priority trouble tickets within agreed SLAs, providing mentorship to junior associates, and driving continuous improvement in service delivery. This role requires expertise in troubleshooting, escalation management, process adherence, and collaboration with various teams to ensure timely issue resolution and seamless platform migration.

Key Responsibilities:

1. Resolve enterprise trouble tickets within agreed SLAs and escalate to appropriate stakeholders when necessary.
2. Raise problem tickets for permanent resolution of recurring issues.
3. Mentor and onboard new team members, helping them understand customer infrastructure and processes.
4. Update and maintain Standard Operating Procedures (SOP) with the latest troubleshooting instructions and process changes.
5. Perform alert analysis to drive incident reduction.
6. Manage the ticket backlog and ensure timely resolution of elevated tickets.
7. Lead high-priority incident escalations and coordinate with customer and organizational stakeholders for quick resolutions.
8. Contribute to the planning and successful migration of platforms.
9. Provide input for root cause analysis and define preventive and corrective actions post-major incidents.
10. Ensure adherence to defined processes, audit requirements, and change management practices.

Performance Measures:

1. SLA adherence for ticket resolution.
2. Time-bound resolution of elevated tickets.
3. Timely management and resolution of ticket backlog.
4. Number of knowledge base (KB) articles created.
5. Successful handling of change tickets and incident management.
6. On-time completion of mandatory training requirements.
7. Effective escalation management and resolution of high-priority issues.

Performance Areas:

• Resolution: Resolve trouble tickets within SLA by understanding priority and severity levels based on ITIL practices. Execute change control tickets as per the implementation plan.
• Troubleshooting: Troubleshoot based on available information or collaborate with seniors. Document new steps in KB articles for future reference.
• Escalation/Elevation: Follow the escalation matrix for resolution delays and elevate issues to higher levels as needed.
• Ticket Backlog/Resolution: Ensure timely follow-up and resolution of incidents, service requests (SRs), and change tickets.
• Installation: Install and configure necessary tools, software, and patches.
• Runbook/KB: Maintain and update knowledge base with new findings and troubleshooting steps.
• Collaboration: Work cross-functionally with different teams to resolve issues within SLA, ensuring smooth service delivery.
• Stakeholder Management: Lead customer and vendor calls, organize meetings with stakeholders, and manage internal communications for the function.
• Strategic: Support the definition and tracking of IT strategies, data management policies, and process improvement initiatives.
• Process Adherence & Improvement: Adhere to organizational policies and process guidelines. Propose process improvements to enhance service delivery efficiency.

Skills and Knowledge:

Skills:

1. Strong communication skills (written, verbal, and email etiquette) for interaction with internal teams and customers.
2. Proficient in troubleshooting elevated server tickets and resolving complex issues.
3. Hands-on expertise in networking, server administration, and cloud technologies (AWS, Azure, GCP).
4. Familiarity with ITSM tools and monitoring platforms such as CA UIM, SCOM, Solarwinds, Nagios, ServiceNow.
5. Knowledge of server management, including Active Directory, DNS, DHCP, IIS, and patch management.
6. Proficiency in storage and backup technologies, including hardware upgrades, firmware updates, and vulnerability remediation.
7. Strong understanding of database management, including data modeling, backup, and recovery processes.

Knowledge:

1. ITIL Foundation certification and a solid understanding of ITIL processes.
2. In-depth knowledge of hardware, storage, backup, and network technologies.
3. Basic understanding of capacity planning and the ability to perform system and network monitoring.
4. Expertise in scripting (PowerShell, BASH, Python) for automation and troubleshooting tasks.
5. Proficient in SQL scripting for database management and reporting.
6. Experience with troubleshooting and managing IT infrastructure components, including servers, databases, and networking systems.

Additional Requirements:

• Strong knowledge in ITIL processes, monitoring tools, and troubleshooting techniques.
• Ability to work in a fast-paced environment with a focus on service excellence and continuous improvement.
• Experience in leading cross-functional teams and collaborating with various stakeholders.