Infrastructure Specialist

Overview

Infrastructure Specialist role focused on delivering and improving IT service operations in line with SLAs, KPIs, and contractual obligations.

What you'll do

• Ensure services are delivered according to agreed SLAs, KPIs, and contractual obligations.
• Monitor service performance and drive corrective actions for SLA deviations.
• Lead Incident, Problem, Change, and Service Request Management processes.
• Ensure timely resolution of major incidents and minimize business impact.
• Conduct root cause analysis (RCA) submissions to improve operational efficiency and service quality.
• Run weekly, monthly, and quarterly service reviews and prepare performance reports and executive summaries.
• Act as the primary escalation point for service delivery issues and maintain customer satisfaction targets.

What you'll need

• 6+ years of experience.
• Knowledge of Windows, Mac, or Linux operating systems.
• Support/help desk knowledge.
• Troubleshooting and problem-solving skills.
• Customer support knowledge.
• Active listening with flexibility to modify approach and adapt to customer needs.

Details

• Location: Greater Noida, Uttar Pradesh, India.