Associate Infrastructure Support Engineer


Job Role Description

The Associate Infrastructure Support Engineer performs routine infrastructure operations and maintenance activities. He/She assists with monitoring infrastructure performance. He checks for problems in existing systems and modifies work processes by following defined procedures, processes and quality standards. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays.

He works in a team setting and is proficient in infrastructure systems and network-related tools and techniques required by the organisation. He is also familiar with the relevant software platforms on which the database is deployed.

The Associate Infrastructure Support Engineer is able to solve issues quickly and effectively as they arise. He is able to methodically identify the cause of the issue, evaluate it and develop a solution in collaboration with the team. He is able to communicate effectively and displays high service level standards.

Critical Work Functions and Key Tasks

Oversee infrastructure operations

Perform routine checks on infrastructure operations activities in accordance with the IT Operations standards and procedures
Assist with monitoring daily infrastructure traffic and performance
Configure infrastructure and related computing environments such as computer hardware, systems software, applications software
Maintain documentation of maintenance and optimisation procedures and tests
Perform minor infrastructure repairs in accordance with design or installation specifications

Maintain infrastructure performance

Assist with infrastructure testing, ongoing optimisation or changes, and scheduled upgrades and updates
Coordinate the deployment of new and/or upgraded infrastructure

Resolve infrastructure-related problems and issues

Act as the first point of contact for infrastructure-related incidents
Assist with problem identification and resolution
Escalate unresolved infrastructure-related incidents for resolution
Documents incidents and track resolution in management systems
Document solutions to common infrastructure-related incidents

Oversee service level agreements and service improvements

Assist in developing service-level objectives and targets
Maintain logs of service level performance metrics
Suggest improvements for procedures and controls to enhance performance and client satisfaction
Identify recurring incidents and potential issues for senior management

Associate Infrastructure Support Engineer