Role OverviewProvide 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 ResponsibilitiesProvide 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 RequirementsThis is a shift-based role within a 24x5 support model, including:Day, evening, and night shiftsWeekend and holiday coverage (as per rotation schedule)Strong requirement for effective handover communication between shiftsFlexibility to adapt to rotational schedules across time zonesRequired Skills & QualificationsTechnical SkillsMicrosoft Azure Infrastructure Services (Virtual Machines, Storage, Networking, Monitoring, Backup)Oracle Cloud Infrastructure (OCI) Compute, Storage, and Networking ServicesVMware vSphere, ESXi, vCenter,



and Dell EMC vxRail PlatformsMicrosoft Hyper‐V VirtualizationWindows Server Administration ***************)Active Directory, DNS, Group Policy (GPO), and Access ManagementCitrix Virtual Apps and Desktops (CVAD)Azure Virtual Desktop (AVD)Linux Administration (RedHatEnterpriseLinux and Oracle Linux)Microsoft SQL Server Operations and MonitoringOracle Database and Oracle E‐Business Suite (EBS)Support Commvault and Metallic Backup SolutionsInfrastructure Monitoring and Event Management ToolsSSL/TLS Certificate Lifecycle ManagementIT Service Management Platforms (ServiceNow or equivalent)Hands‐on experience with infrastructure monitoring and alert managementIncident investigation and troubleshootingService request fulfillmentBasic server provisioning and decommissioning activitiesPatch coordination and compliance validationBackup monitoring and restore validationUser access administration and permission managementInfrastructure health checks and operational maintenance activitiesChange implementation following approved proceduresVendor and third‐party coordination for issue resolutionSoft SkillsStrong analytical and problem‐solving skillsAbility to work independently and take technical ownershipExcellent communication and stakeholder management skillsAbility to perform under pressure in a high‐availability enterprise environmentProficiency in written and spoken English is a mustExperience4–8 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‐HaveAutomation and scripting knowledgeExposure to hybrid cloud environmentsExperience with enterprise monitoring platformsUnderstanding of infrastructure security and compliance frameworksExperience working with general support teams#J-*****-Ljbffr

📌 Pcoe Support Engineer (Monterrey)
🏢 Flsmidth
📍 Monterrey