Source description
About the role
We are looking for an Infrastructure Specialist System Administration with 2–4 years of experience in Technical Help Desk or Application Support. The ideal candidate should have experience providing 24/7 production support, incident management, application monitoring, and ITIL-based service operations. The role requires excellent communication skills and the ability to work in a fast-paced production support environment. Key Responsibilities Provide 24/7 technical support and perform initial issue triage. Manage incidents, service requests, and escalations following ITIL processes. Monitor application and infrastructure health using APM and monitoring tools. Track SLIs/SLOs , identify deviations, and raise alerts proactively. Communicate effectively with end users, onshore teams, and stakeholders. Maintain operational documentation, knowledge base articles, and support procedures. Identify opportunities for operational automation, alert tuning, and process improvements. Support production applications and ensure timely incident resolution while meeting SLA commitments. Required Skills 2–4 years of experience in Technical Help Desk or Application Support . Experience working in 24/7 shift-based support environments. Strong understanding of Incident Management and ITIL processes. Hands-on experience with application monitoring/APM tools such as: Splunk SignalFx Dynatrace or similar monitoring platforms Knowledge of Service Level Indicators (SLIs) and Service Level Objectives (SLOs) . Excellent verbal and written communication skills. Strong analytical and troubleshooting abilities. Good to Have Knowledge of Linux commands . Basic SQL knowledge. Experience in Site Reliability Engineering (SRE)-aligned operations . Experience with ServiceNow or similar ITSM/ticketing tools. Support or development experience using Java . Knowledge of Galaxy UX/DOS commands. Experience handling SFTP transfers from a jump server. Experience working with UX applications in a Linux environment. Interview Process Mode of Interview: Face-to-Face (Mandatory)