Technology Infrastructure Specialist

To be a successful Application Support Specialist, you should have experience with:

• Leading high-performance teams and managing daily operations.
• AWS or cloud technology expertise.
• Familiarity with SQL, UNIX, OpenShift, and monitoring tools like AppD and Kibana.

Additional relevant skills are highly valued (Desired):

• Conflict management and IT Service Management experience.

You may be assessed on key critical skills for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, and job-specific technical skills.

This role is based in Pune.

Purpose of the Role

To effectively monitor and maintain critical technology infrastructure and resolve complex technical issues while minimizing disruption to operations.

Key Accountabilities

• Providing technical support to the service management function to resolve complex issues for specific clients or groups of clients. Developing the support model and service offering to improve customer and stakeholder services.
• Executing preventative maintenance tasks on hardware and software and utilizing monitoring tools/metrics to identify, prevent, and address potential issues to ensure optimal performance.
• Maintaining a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities, and knowledge sharing.
• Analyzing system logs, error messages, and user reports to identify the root causes of hardware, software, and network issues and providing resolutions by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
• Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office-specific support, and stakeholder management.
• Identifying and remediating or raising, through appropriate processes, potential service-impacting risks and issues.
• Proactively assessing support activities, implementing automations where appropriate to maintain stability and drive efficiency. Actively tuning monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

Vice President Expectations

• To contribute or set strategy, drive requirements, and make recommendations for change. Planning resources, budgets, and policies; managing and maintaining policies/processes; delivering continuous improvements and escalating breaches of policies/procedures.
• If managing a team, defining jobs and responsibilities, planning for departmental future needs and operations, counseling employees on performance, and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence departmental operations, aligning with strategic and tactical priorities while balancing short- and long-term goals and ensuring that budgets and schedules meet corporate requirements.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate clear leadership behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviors are: L - Listen and be authentic, E - Energize and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor, they will be a subject matter expert within their discipline and guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identifying the need for inclusion of other areas of specialization to complete assignments. They will train, guide, and coach less experienced specialists and provide information affecting long-term profits, organizational risks, and strategic decisions.
• Advising key stakeholders, including functional leadership teams and senior management on functional and cross-functional areas of impact and alignment.
• Managing and mitigating risks through assessment, in support of the control and governance agenda.
• Demonstrating leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrating comprehensive understanding of organizational functions to contribute to achieving business goals.
• Collaborating with other areas of work for business-aligned support areas to keep up to speed with business activity and business strategies.
• Creating solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Aadopting and including the outcomes of extensive research in problem-solving processes.
• Seeking out, building, and maintaining trusting relationships and partnerships with internal and external stakeholders to accomplish key business objectives using influence.