Infra Tech Support Practitioner

Job Description

Project Role : Infra Tech Support Practitioner Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills : Infrastructure Service Management Good to have skills : NA Minimum 12 Year(s) Of Experience Is Required Educational Qualification : 15 years full time education Summary: To manage infrastructure service delivery and operations for large scale system integration projects such as data lake or digital platforms Roles & Responsibilities: Primary contact for infrastructure design, deployment, and operations Managing infrastructure and service delivery operations in terms of processes and tools (ITIL processes and ITSM/ITOM tools) Take full accountability of delivering agreed service levels related to infrastructure domain Take ownership of infrastructure related incidents and drive for solutions working with various internal teams and third party solution providers such as OEMs and technology partners of the client Define and develop operating procedures for seamless operations of the project Manage transitioning of projects from deployment to operations Analyze and provide reports on service delivery performance to client’s leadership and Accenture’s leadership Contribute to design and implementation of on prem and cloud infrastructure in terms of compute, storage, network, and security components Be a SPOC for all infrastructure initiatives in existing project and able to navigate through the client’s landscape to upsell new initiatives in infrastructure space or able to pave ways for upselling value-driven initiatives for the client in other related domains such as application modernization, network transformation, and information security. Lead the teams across various infrastructure towers such as compute, virtualization, storage, hyper-converged infrastructure, public cloud infrastructure, network, and security, and thrive for upskilling and cross skilling to rationalize the resources across the towers and across the clients. Introduce innovative solutions such as automation to increase productivity and improve service delivery quality Participate in architecture and design review and approval forums to ensure the infrastructure design principles are adhered to for any changes in the existing landscape or any new initiatives being rolled out in the existing landscape Participate in client account planning and discussions to ensure infrastructure level initiatives are accounted for and issues are escalated to the right leaders for resolution Build strong relationships with all client stakeholders and Accenture project teams for effective collaboration and outcomes Professional & Technical Skills: Must have: o IT Infrastructure Service Delivery Management o ITIL Expert or Master Level o Strong Communication skills o Problem solving o Ability to drive discussions and ideas with client’s senior leadership forums Good to have o Architecture and Design skills for infrastructure solution in cloud and on-premise such as virtualized infrastructure, hyper-converged infrastructure, storage area network, IaaS and PaaS from AWS, Azure, GCP, etc. Additional Information: Total IT experience of minimum 15 years Minimum 8 years of experience in Infrastructure Service Delivery Management Minimum BE / BTech from a reputed university