Infrastructure Technology Support Specialist

The Infrastructure Technology Support Specialist participates in and provides leadership in the development, deployment and support of infrastructures, applications and technology initiatives, both from an architectural and operational perspective in conjunction with existing standards and methods of delivery. Collaborates with other technology teams and clients to deploy technology architectures and/or software solutions. Researches, escalates, and resolves, technology problems relating to customers, the global technology environment and/or software solutions.  Performs and presents technology performance analysis, capacity planning, and proactive health checks. Considered SME in technology field and depending on the individual’s actual role, has expert knowledge of equipment, protocols, technologies, software development, services, and/or monitoring tools. .
 
Key Responsibilities: 
 

• Fulfils a technical operational support role for LAN/ WAN
• Monitor, troubleshoot, and escalate production problems affecting the network
• Work with the service provider/ vendor in delivery of data network service, hardware and software to agreed service levels.
• Handling and Escalating highly impacting operational issues to upper Management and/or 3rd party vendor escalation
• Participate in resolution of chronic issues.
• Ensure client satisfaction
• Ensure communication & updates on high impacting issues to internal & external stakeholders
• Interfacing with clients, project management, and technical teams to develop appropriate solutions to business problems
• Interface with clients to understand their needs & expectations
• Defining comprehensive PDD’s from a Customer Business Requirement
• Provide Tier 3/advanced operational support and incident resolution for technology/ies and/or software solutions of focus
• Perform problem management - diagnosis, root-cause elimination activity , escalation, tracking and permanent resolution of complex incidents
• Maintain a high level of knowledge on the deployment of technologies and/or software solutions
• Demonstrate ability to take ownership, be accountable and build loyalty in order to deliver service excellence
• Responsible for ongoing governance of technical integrity and capacity management of systems
• Update standards/project specific documentation as necessary
• Focus on innovation & continued improvement in cost and quality of the technology services

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