Senior Infrastructure Specialist

Senior Infrastructure Specialist E

Modern Workplace platform aims to enhance workplace experience by connecting colleagues with advanced tech and providing excellent IT support and change delivery.

Role Overview:

As an Infrastructure Specialist in the Modern Workplace Technology function in Hyderabad, you will be a subject matter expert for second line IT support, problem management and delivering change for the Collaboration Lab. You will ensure minimal disruption by seeking first time fixes, establishing root cause analysis to stop inflow of incidents and completing production level changes which deliver functional enhancements to the business. Youll collaborate closely with UK peers with the feature team ensuring there is no differentiation between the UK and Indian hub sites in quality and communication.

In respect of the Messaging & Surveillance Feature Team:

Responsibilities:

• Monitor platform/application health and intervene proactively to prevent issues.
• Daily housekeeping tasks and reporting on the status of key regulatory apps.
• Provide professional, timely and empathetic assistance to colleague incidents.
• Excellence in driving root cause analysis so that repeated issues do not occur.
• Support manual or semi-automated request fulfilment activity.
• Plan, raise and implement changes through the path to live application environment.
• Escalation support to Hyderabad LTC office, with UK team support for feature related issues.

Requirements:

• Based in Hyderabad office 5 days a week, covering alternating pattern of shifts between 01:00 to 10:30 and 07:30 to 17:00 (BST/GMT).
• Experience in client-facing IT Support roles.
• Strong problem-solving skills, excellent communication, and ability to prioritise tasks.
• Independent and team-oriented work capabilities.
• Proficiency in handling broad IT issues and changes across various channels.
• Act as a coaching model, supporting management in mentoring others.
• Act as an escalation point for high severity issues and colleague complaints.
• Depth of experience of the M365 suite

Technical Skills & Tooling:

• Strong Knowledge of Windows 11, Microsoft 365, Exchange Online, Email Encryption software (Purview, PGP), Email Security (DMARC, DKIM, Microsoft Defender); Internet Email gateway applications; Email Archiving and Journaling.
• Experience supporting regulatory applications with electronic and voice recording.
• Experience supporting remote and office-based colleagues.
• Experience in using ServiceNow for incident, problem and change tasks.

Nice-to-Have Skills:

• Familiarity with Atlassian JIRA, Apple MacBooks, follow-the-sun handoffs.