Infrastructure Support

1. Overview The Infrastructure Support and Infrastructure Operations role is responsible for ensuring the stability, reliability, and performance of the company's IT infrastructure. The duties include daily operational support, system maintenance, monitoring, and the execution of infrastructure-related activities to maintain optimal service levels across both production and non-production environments. 2. Key Responsibilities Operating System Management - Perform scheduled and ad-hoc patching for Windows and Linux servers in accordance with maintenance policies and applicable security compliance requirements. - Verify successful patch deployment, troubleshoot and resolve patch failures, and coordinate corrective actions. - Maintain regular patch compliance records and reports. Virtualization and Computing Infrastructure - Manage and maintain the virtualization environment using VMWare , ProxMox , or equivalent platforms. - Perform provisioning, configuration, and decommissioning of virtual machines (VMs) as required. - Monitor host and VM performance, resource utilization, and ensure capacity optimization. - Assist in planning and executing backup and disaster recovery strategies for VMs. System Monitoring and Incident Management - Monitor infrastructure health, system performance, and availability using standard monitoring tools. - Identify, diagnose, and resolve system incidents and alerts according to defined service levels. - Escalate unresolved issues to advanced support teams and follow up until closure. Maintenance and Documentation - Conduct routine system checks, preventive maintenance, and housekeeping tasks. - Maintain accurate and up-to-date configuration documentation, processes, and operational procedures. - Contribute to the continuous improvement of operational standards and processes. Operational Support and Shift Work - Provide infrastructure support during 8-10 hour shifts , including nights, weekends, or public holidays based on rotation schedules. - Ensure smooth handover between shifts through proper documentation and communication. - Respond promptly to alerts and incidents during assigned shift periods. Collaboration and Communication - Coordinate with application, network, and security teams for cross-domain operational support and issue resolution. - Participate in infrastructure improvement initiatives and provide input from an operational perspective. 3. Skills and Competencies Technical Skills - Strong knowledge in Windows Server and Linux system administration. - Hands-on experience with virtualization technologies such as VMWare ESXi/vCenter , ProxMox , or equivalent. - Familiarity with patch management tools, backup systems, and monitoring platforms. Non-Technical Skills - Prioritize tasks, manage time effectively, and maintain structured documentation. - Understand and follow technical documentation, procedures, and guides in English. - Participate in verbal discussions with internal and external teams. - Prepare reports, document findings, and provide written updates in English. Work Ethic Reliable, responsible, and willing to work flexible hours or rotational shifts as part of 24x7 support operations. Strong problem-solving skills with a focus on service quality and operational excellence. 4. Deliverables Timely completion of operating system patch cycles with compliance reports. Daily or weekly system health check reports. Properly documented incident and change records. Updated infrastructure configuration inventory and documentation. 5. Reporting Line The Infrastructure Support and Operations personnel will report to the Infrastructure Operations Manager or IT Operations Lead, and collaborate with cross-functional teams including Application Support, Network Engineering, and Cybersecurity.