Role Overview Provide Level 2 Platform support across enterprise infrastructure services, ensuring the availability, stability, security, and performance of cloud, server, virtualization, database, backup, and monitoring platforms. Responsible for incident resolution, operational maintenance, change execution, and continuous service improvement within a 24x5 support environment.
Key Responsibilities Provide Level 2 Platform support for enterprise infrastructure services including Cloud, Virtualization, Server, Database, Backup, Monitoring, and End-User Computing platforms.
Monitor infrastructure health and respond to alerts and incidents.
Troubleshoot and resolve infrastructure-related issues within agreed service levels.
Perform routine operational activities, maintenance tasks, and system health checks.
Execute approved changes following established processes and procedures.
Support backup, recovery, patching, and compliance activities.
Coordinate with internal teams, vendors, and service providers to resolve issues.
Participate in major incident and problem management activities when required.
Maintain operational documentation, knowledge articles, and support procedures.
Contribute to continuous service improvement and operational excellence initiatives.
Ensure effective communication and handover during shift transitions.
Support infrastructure services within a 24x5 operational environment.
Shift Requirements This is a shift-based role within a 24x5 support model, including:
Day, evening, and night shifts
Weekend and holiday coverage (as per rotation schedule)
Strong requirement for effective handover communication between shifts
Flexibility to adapt to rotational schedules across time zones
Required Skills & Qualifications Technical Skills Microsoft Azure Infrastructure Services (Virtual Machines, Storage, Networking, Monitoring, Backup)
Oracle Cloud Infrastructure (OCI) Compute, Storage, and Networking Services
VMware vSphere, ESXi, vCenter,



and Dell EMC vxRail Platforms
Microsoft Hyper‑V Virtualization
Windows Server Administration (2016/2019/2022)
Active Directory, DNS, Group Policy (GPO), and Access Management
Citrix Virtual Apps and Desktops (CVAD)
Azure Virtual Desktop (AVD)
Linux Administration (RedHatEnterpriseLinux and Oracle Linux)
Microsoft SQL Server Operations and Monitoring
Oracle Database and Oracle E‑Business Suite (EBS)
Support Commvault and Metallic Backup Solutions
Infrastructure Monitoring and Event Management Tools
SSL/TLS Certificate Lifecycle Management
IT Service Management Platforms (ServiceNow or equivalent)
Hands‑on experience with infrastructure monitoring and alert management
Incident investigation and troubleshooting
Service request fulfillment
Basic server provisioning and decommissioning activities
Patch coordination and compliance validation
Backup monitoring and restore validation
User access administration and permission management
Infrastructure health checks and operational maintenance activities
Change implementation following approved procedures
Vendor and third‑party coordination for issue resolution
Soft Skills Strong analytical and problem‑solving skills
Ability to work independently and take technical ownership
Excellent communication and stakeholder management skills
Ability to perform under pressure in a high‑availability enterprise environment
Proficiency in written and spoken English is a must
Experience 4–8 years of experience in Infrastructure Operations, Platform Support, Cloud Operations, or Enterprise IT Support environments.
Experience working within a shift‑based or 24x5 support model.
Proven experience managing incidents, changes, and operational activities in enterprise environments.
Nice‑to‑Have Automation and scripting knowledge
Exposure to hybrid cloud environments
Experience with enterprise monitoring platforms
Understanding of infrastructure security and compliance frameworks
Experience working with integral support teams

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