Infra Tech Support Practitioner

Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 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 : Palo Alto Networks Firewalls
Good to have skills : NA
Minimum 5 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. Collaboration with various teams and continuous monitoring of infrastructure components are integral parts of the daily routine, contributing to seamless operations and user satisfaction.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional teams to ensure timely resolution of incidents and service requests.
- Monitor infrastructure health and proactively identify potential issues to minimize downtime.
- Support junior team members by providing guidance and sharing knowledge to enhance team capabilities.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Palo Alto Networks Firewalls.
- Experience in configuring, managing, and troubleshooting firewall policies and security rules.
- Strong understanding of network protocols, security principles, and infrastructure components.
- Ability to analyze logs and alerts to identify security threats and operational issues.
- Familiarity with incident management and problem resolution processes within IT operations.
- Skilled in collaborating with teams to implement security best practices and maintain compliance.

Additional Information:
- The candidate should have minimum 5 years of experience in Palo Alto Networks Firewalls.
- This position is based at our Pune office.
- A 15 years full time education is required.