IT Infrastructure Operations Engineer I

Key Responsibilities

Monitoring & Incident Response

• Monitor server and network infrastructure using dashboards and monitoring tools to detect anomalies or alerts
• Provide first-level response to service tickets, meeting 2-hour initial response SLA compliance
• Perform routine health checks on Cisco routers, switches, and server hardware
• Follow standardized operational procedures and runbooks for common incidents

Troubleshooting & Escalation

• Perform basic troubleshooting on Dell PowerEdge servers using iDRAC, RAID, and other remote management tools
• Escalate unresolved or complex issues to L2/L3 engineers with detailed handover notes
• Assist on-site technicians or vendors for hardware replacements, tracking all activities in ticketing systems

Maintenance & Operations Support

• Execute routine maintenance tasks such as scheduled reboots, configuration backups, and pre-approved firmware updates under supervision
• Maintain awareness of scheduled maintenance windows and monitor for unexpected impacts
• Contribute to continuous improvement of runbooks and documentation by identifying gaps and suggesting updates

Documentation & Communication

• Log all incidents, actions, and resolutions accurately in the ticketing system
• Provide clear status updates during shift handovers
• Document issues for knowledge management and escalation purposes