Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner Project Role Description : Provide L1L2 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 : Genesys Voice Platform Good to have skills : NA Minimum 3 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, either remotely or onsite, to identify and resolve technical issues efficiently. The practitioner follows established procedures and operating models to maintain service stability and ensure high-quality support. Daily activities include monitoring system performance, troubleshooting problems, coordinating with various teams, and ensuring smooth operation of infrastructure components and application platforms. Roles Responsibilities: Expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work related problems. Collaborate with cross-functional teams to escalate and resolve complex technical issues. Document and maintain accurate records of incidents, resolutions, and procedures to support knowledge sharing. Assist in the continuous improvement of support processes and tools to enhance service delivery. Provide guidance and support to junior team members to foster skill development and knowledge transfer. Professional Technical Skills: Must To Have Skills: Proficiency in Genesys Voice Platform. Strong troubleshooting skills related to infrastructure and application support. Experience with monitoring and incident management tools to ensure timely issue resolution. Ability to analyze and interpret system logs and performance metrics. Familiarity with network protocols and operating system fundamentals relevant to voice platform environments. Effective communication skills to interact with users and technical teams clearly and professionally. The candidate should have minimum 3 years of experience in Genesys Voice Platform. This position is based at our Pune office. A 15 years full time education is required. Qualification 15 years full time education