Technical Support Specialist

Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills : Incident Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Act as a primary point of contact for priority 1 & 2 incidents, initiating conference bridges and coordinating resolution efforts. Lead major incident response and coordination across global teams. Communicate effectively with stakeholders at all levels. Prepare and own summary reports for critical and complex incidents. Generate daily, weekly, monthly incidents reports and trend analysis. identify recurring issues and feed insights into problem management. Drive root cause analysis and continuous service improvement initiatives.