ROLE OBJECTIVE Senior Specialist, Infrastructure is responsible for delivering advanced L2 infrastructure operations support across Otech s managed services environment. The role ensures the stability, performance, scalability, and security of infrastructure platforms through proactive monitoring, troubleshooting, maintenance execution, and fault resolution. The Senior Specialist acts as the technical escalation point within L2, supporting Junior Specialists and coordinating with Technology & Innovation (CCOE) for L3 engineering and design-level issues.

RESPONSIBILITIES

Infrastructure Operations and L2 Support

• Monitor and maintain servers, storage, virtualization, operating systems, and infrastructure platforms
• Handle day-to-day infrastructure tickets including production, backup, and DR environments
• Diagnose and resolve complex hardware, software, and system issues within L2 scope

Incident, Fault and Escalation Handling

• Investigate infrastructure incidents using structured troubleshooting methodologies
• Perform root cause analysis within L2 scope and escalate engineering-level issues to CCOE
• Act as an escalation point for complex operational issues
• Ensure accurate and timely ticket updates and resolution documentation

Monitoring, Performance and Health Checks

• Implement and maintain infrastructure monitoring, alerting, and reporting systems
• Carry out routine health checks and take corrective actions
• Support performance monitoring and optimisation activities

Change, Maintenance and Lifecycle Activities

• Participate in infrastructure upgrades, migrations, patches, and maintenance activities
• Validate infrastructure stability post-change and escalate design issues where required

Backup, Recovery and DR Operations

• Monitor backup jobs and recovery processes
• Support restore testing and DR readiness activities
• Escalate backup or DR failures appropriately

Vendor and Cross-Functional Coordination

• Coordinate with vendors, customer contacts, and internal teams for holistic resolution
• Support vendor troubleshooting with accurate diagnostics and logs

Documentation and Knowledge Management

• Maintain documentation for configurations, procedures, incidents, and preventative measures
• Ensure knowledge transfer within the infrastructure team

Team Support

• Provide guidance and mentoring to Junior Infrastructure Specialists
• Support Team Lead in operational governance and improvement initiatives

ROLE SPECIFICATIONS

Qualification

• Bachelor's degree in Computer Science, Information Systems, or Information Technology

Certification

• Advanced certifications such as VMware, MCSA, AWS, Azure, Veeam, or equivalent desirable

Experience

• 5+ years of experience in infrastructure operations or managed services environments

Skills

• Strong L2 troubleshooting capability across infrastructure platforms
• Experience with on-premises and cloud infrastructure
• Strong documentation and communication skills

Desired Candidate Profile

• Bachelor's degree in Computer Science, Information Systems, or Information Technology
• Advanced certifications such as VMware, MCSA, AWS, Azure, Veeam, or equivalent desirable
• 5+ years of experience in infrastructure operations or managed services environments
• Strong L2 troubleshooting capability across infrastructure platforms
• Experience with on-premises and cloud infrastructure
• Strong documentation and communication skills