Information Technology Infrastructure Manager

Role: Technical Support Manager

Location: Pune, MH

Work Mode: Hybrid

Employment Type: Full-Time

Interview Mode: Video or In Person

Job Description

Technical Skills Required

Mandatory:

10+ years of total experience. Good knowledge in Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analysing, Prior experience in working with Wireshark, Nmap, Debug view etc.

Knowledge in VAPT analysis & Security

knowledge about security software such as DLP, firewalls (End point security are add on)

Product and Application Support

a) Good experience in product and application support with sound knowledge of networking and IT Infrastructure

b) Must have worked on supporting any enterprise security applications like zero trust, Identity Management solution, Multifactor Authentication Solution

c) Any support experience in Virtualization products coming from Citrix, Microsoft, Dell, etc.

d) Should have worked with any reverse proxy solutions

e) Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc.

f) OWASP Application Security Guidelines

g) How typically big enterprise support product installation and upgrades are managed and how the patch management is done

h) Knowledge of Power-shell scripting, Linux shell scripting, and Python

Infra Support

a) Excellent knowledge in Windows Server operating systems & Roles - Active directory, Group policies, Remote Desktop services, IIS, FSMO roles.

b) Process data analyzing, Windows sys- internals tools knowledge will be add on. Batch and PowerShell scripting will be desirable

c) Work experience in Client-side operating systems - Windows 7,8,10 are must

d) Very good Working knowledge in Linux & Mac operating systems

Support Management and Tools knowledge

a) Good knowledge of L1 and L2 Ticket tracking tools

b) Good Knowledge of Service level management tools

c) Should be able to manage escalations and the agreed and provided SLA for various clients

d) Should be able to provide reports for any escalations, Root cause Analysis (RCA) , Productivity reports

e) Must make sure escalations are managed at root level and there is zero repeat escalations

f) Excellent knowledge on Server Operating systems (Win 2016/19/22, Linux flavors)

g) Proficient in Networking - DNS, DHCP, basic routing concepts, network monitoring commands & tools,

h) Good knowledge in IT Infrastructure & Security concepts -Storage, File servers, SSL certificates, VPNs gateways, VAPT analysis, UTMS etc

i) Good knowledge in Azure Cloud, conceptual understanding in Desktop as service, working experience in Azure Virtual Desktop / equivalent products

Good to have:

• Knowledge of Windows kernel Drivers
• Kubernetes and Container technologies
• Prior experience in support ticketing tools and process
• Experience in documentations
• Certifications - ITIL3 or ITIL4