Infra Tech Support Practitioner

Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Palo Alto Networks Firewalls
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Infra Tech Support Practitioner, a typical day involves delivering first and second level technical assistance for infrastructure, systems, and applications across both production and development settings. This role requires working closely with users and clients to identify and resolve issues efficiently, whether remotely or onsite. The practitioner follows established procedures and operating models to maintain service reliability and quality. Daily activities include monitoring system performance, troubleshooting network and application problems, and ensuring smooth operation of technology environments to support business needs effectively.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional groups to streamline support processes and enhance service delivery.
- Mentor junior team members to build technical expertise and improve overall team performance.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Palo Alto Networks Firewalls.
- Experience in configuring, managing, and troubleshooting firewall policies and security rules.
- Strong knowledge of network protocols, security architectures, and threat prevention techniques.
- Ability to analyze logs and alerts to identify security incidents and operational issues.
- Familiarity with infrastructure monitoring tools and incident management systems.

Additional Information:
- The candidate should have minimum 7.5 years of experience in Palo Alto Networks Firewalls.
- This position is based at our Mumbai office.
- A 15 years full time education is required.