Systems Support Specialist

2 weeks ago

Hyderabad, Telangana, India beBeeNetwork Full time US$ 70,000 - US$ 1,00,000

Infrastructure Analyst Opportunity

We are seeking an experienced Infrastructure Analyst to join our team in Hyderabad, India.

This role will provide key support for the Operations Manager, participating in major incidents, chairing event bridges, and serving as a point of escalation for technical issues.

Responsibilities include:

  • Acting as the initial point of escalation for the team on all technical issues/queries.
  • Ensuring logged incidents and client/production team queries are dealt with accordingly within agreed SLAs daily.
  • Working alongside Managers and Shift Leads to drive continual team process and skills improvement from feedback and analysis.
  • Assisting the Operations Manager in defining, documenting, and maintaining the teams daily tasks/housekeeping.
  • Carrying out/overseeing training for new starters/hires.
  • Helping the Shift Leads to maintain team skills grids, ensuring staff are current and sufficiently prepared to support stakeholder requirements.

Crisis and Incident Management:

Aid and occasionally handle major incidents across all WBD platforms in line with the departments major incident management process.

Monitor and provide 1st line (Tier 1) support of WBDs network, infrastructure, Digital, and Distribution Services across 50 offices and production centers globally.

Support the business 24 x 7 x 365, working shifts including weekends and night shifts.

Key Skills & Qualifications:

Requirements include:

  • 5+ years experience working with network management tools such as configuration management, network health check tools, log collectors.
  • Experience using SolarWinds, Dataminer, and other monitoring systems.
  • Proficiency in Cisco Routers & Switches, Juniper, Palo Alto firewalls, AWS, Aruba, F5, cloud, and infrastructure monitoring & troubleshooting.
  • ITIL principles knowledge.
  • Bachelor's degree in information technology, Information Systems, Computer Science or Engineering, or related field or equivalent experience.
  • Leadership skills to lead staff during incidents and implement new processes and procedures.

Preferred Experience:

Additionally, candidates should have at least 6 months of experience working in similar roles, preferably with crisis/escalation and command centre management experience and global stakeholder and incident triage experience.

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