Job Description

Position Objectives:

· Resolving third level support cases; 90% of which will be resolved without escalation.

· Escalating to the relevant team as required, promptly following procedures and ensuring management is updated accordingly.

· Ensuring the Client and delivery team is up to date at all times on incident progress.

· Maintain, troubleshoot and co-ordinate replacement of faulty hardware.

· Involve in the execution of Client Change Requests in a timely manner as planned by Client Service Partner and Infra Delivery teams.

· Escalation of critical issues/outages to Delivery Team Management as per procedures.

· Provide detailed feedback to team members on all incident resolutions, ensuring full details are documented and entered into Knowledge base

· Daily review and action of open cases; updating Operations Management on current cases and their status as appropriate.

· Update Operations team on any projects being worked on.

· To provide comprehensive handovers to peers at the end of shift.

· Attend Daily Operations and Change Review Meetings as required.

· Log cases to 3rd party vendors requesting assistance on unresolved issues.

Compliance - Working with Client base to organize and schedule compliance items such as hardware and software updates including firmware revisions and OS and Sub-Systems patching.

Required skills:

§ Detailed working knowledge of Microsoft Operating Systems (Windows 2003, 2008, 2012)

§ Working Knowledge of Windows unexpected reboot investigation and Memory dump


§ Strong Knowledge on Handling Windows Server performance Issues

§ Working Experience on Windows Patch Management

§ Knowledge of Active Directory, DNS and Microsoft Networking.

§ Working knowledge of VMware Environments.

§ Working knowledge of IBM Websphere MQ is preferred

§ Working knowledge in anyone of the Database technology – ORACLE, DB2 or SQL, is


§ Good to have Working knowledge of one or more of the following: IIS, Citrix XenApp,

Connect Direct, SSH Server (Tectia, Attachment Reflection)

§ Working knowledge of Microsoft Clusters or Symantec Veritas Clusters

§ Working knowledge of Server monitoring

§ Perform Security Activities, such as, OS Hardening, Server Security Health

Checking/Remediation, UID Revalidation, & other compliance activities.

§ IT infrastructure (Server, Backup, & Anti-Virus) implementation and relevant documentation.

§ Possess analytical troubleshooting skills combined with excellent written and verbal

communication skills

§ Be organized and be able to work under pressure

§ Be motivated and possess a 'can do' attitude

§ Proactive and energetic nature

§ Operations Centre processes and procedures are adhered to at all times.

§ Escalations are performed within the SLA timescales.

§ Good communications with customers provided throughout incident lifecycle.

§ Ensure Leads and Senior Management is kept abreast of appropriate escalations.

EA License No. - 14C6941


Infinite Computer Solutions is a global service provider of Application Management, Infrastructure Management, Product Engineering and Mobility and Messaging Products and Solutions, with focus on Telecom, Energy & Utilities, Media & Content, Healthcare and Banking & Finance industries. Our strength stems from the alignment with client business objectives, even as we engage with clients across multiple engagement models to align better with your business needs. With a global headcount of around 5000 professionals and offices spread across India, US, UK, China, Malaysia, Singapore and Hong Kong which includes delivery centers in the US at Maryland, Illinois and Tennessee and in India at Bangalore, Delhi, Hyderabad and Chennai, key resources are always there when our customers need them.<

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