Senior IT Infrastructure and Operations Specialist

6 days ago

Greater Bengaluru Area, India Option One Technologies Full time

Senior IT Infrastructure and Operations Specialist


Job Summary:

As the Senior IT Infrastructure and Operations Specialist, you will oversee and manage a wide range of IT services, including hands-on helpdesk support across all levels (L1, L2, and L3), network management, server and infrastructure management, cloud services, and IT infrastructure monitoring. This role requires a versatile IT professional with broad expertise across multiple domains, the ability to provide direct technical support, and the skills to communicate clearly and lead and coordinate various aspects of IT operations.


Hours: From 7:30 AM to 3:30 PM IST


Key Responsibilities:

Helpdesk and End-User Support:

  • Provide direct hands-on support for L1, L2, and L3 helpdesk tickets
  • Serve as the escalation point for complex technical issues
  • Troubleshoot and resolve advanced problems related to hardware, software, networks, and systems
  • Manage and mentor helpdesk team members, ensuring high-quality support and efficient ticket resolution
  • Develop and maintain knowledge base articles and support documentation
  • Implement and optimize helpdesk processes and procedures

End-User Device Management:

  • Oversee management of desktop, laptop, and mobile devices across various platforms (Windows, macOS, Linux, iOS, Android)
  • Coordinate application support for business software (Microsoft Office, email clients, web browsers, etc.)
  • Manage remote access solutions (VPN, VDI, RDP)
  • Oversee asset tracking, inventory management, and software licensing compliance
  • Develop and implement user training programs

Network Management:

  • Design, implement, and manage LAN/WAN infrastructures
  • Oversee router, switch, and firewall configuration and management
  • Manage VPN and wireless network setups
  • Conduct network monitoring and performance optimization
  • Implement and manage SD-WAN solutions
  • Perform network capacity planning and QoS configuration
  • Manage domains and DNS

Server and Infrastructure Management:

  • Oversee Windows Server and Linux Server environments
  • Manage virtualization platforms (VMware, Hyper-V, KVM)
  • Implement and manage container orchestration (Docker, Kubernetes)
  • Administer Active Directory, file servers, and email servers
  • Manage database servers and ensure high availability configurations
  • Implement Infrastructure as Code practices (Terraform, Ansible, Puppet)

Cloud Services Management:

  • Manage cloud infrastructure across multiple platforms (AWS, Azure, Google Cloud)
  • Oversee cloud application management (Office 365, G Suite)
  • Manage cloud storage solutions and hybrid cloud environments
  • Implement cloud backup and disaster recovery solutions
  • Optimize cloud costs and resource allocation
  • Implement serverless computing solutions as needed

IT Infrastructure Monitoring and Management:

  • Implement and manage Remote Monitoring and Management (RMM) tools
  • Oversee patch management for operating systems and applications
  • Conduct performance monitoring and optimization across all systems
  • Manage IT asset lifecycle and implement automated alerting systems
  • Perform capacity planning and forecasting
  • Implement and maintain ITIL-based service management practices

Leadership and Strategy:

  • Develop and maintain IT infrastructure roadmaps aligned with business objectives
  • Lead IT projects related to infrastructure upgrades and implementations
  • Collaborate with the security team to ensure robust infrastructure security
  • Mentor and develop junior IT staff
  • Manage vendor relationships and contracts
  • Provide regular reports and updates to management on IT operations and projects


Required Skills and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field
  • 10+ years of experience in IT, with at least 5 years in a senior role or advanced in diverse IT functions
  • Proven experience in providing L1, L2, and L3 helpdesk support
  • Strong certifications across multiple domains (e.g., MCSE, CCNP, AWS Certified Solutions Architect, ITIL Expert)
  • Extensive knowledge of networking, systems administration, and cloud technologies
  • Experience with IT service management and ITIL frameworks
  • Strong understanding of cybersecurity principles and best practices
  • Proven experience in project management and team leadership
  • Excellent problem-solving and analytical skills
  • Outstanding communication skills, both written and verbal
  • Ability to translate complex technical concepts to non-technical stakeholders
  • Experience in budget management and resource allocation


Preferred Qualifications:

  • Experience in managed services or IT consulting environments
  • Familiarity with emerging technologies such as AI, machine learning, and IoT
  • Knowledge of compliance requirements in various industries (e.g., HIPAA, PCI DSS, GDPR)
  • Experience with business continuity and disaster recovery planning


This role requires a highly skilled and experienced IT professional who can provide hands-on technical support across all levels while also managing and integrating multiple aspects of IT infrastructure and operations. The ideal candidate will have a strategic mindset, strong leadership skills, and the technical expertise to drive innovation and efficiency across all areas of IT operations, from direct user support to high-level infrastructure management.

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