Cloud & Infrastructure
- Design, operate, and optimize AWS infrastructure in a hybrid cloud environment.
- Improve performance, reliability, and cost efficiency through proactive optimization and capacity planning.
- Perform lifecycle management, scalability improvements, and infrastructure modernization initiatives.
- Act as a senior escalation point for complex infrastructure issues.
Systems Reliability & Operations
- Participate in on-call rotation and lead incident response efforts.
- Own monitoring and alerting using tools such as CloudWatch and related observability platforms.
- Drive root cause analysis for recurring issues and implement long-term reliability fixes.
- Reduce operational effort through automation and proactive improvements.
Ticket & Service Management
- Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms.
- Adhere to SLA, ticket quality standards, documentation requirements, and escalation procedures.
- Perform root cause analysis for recurring issues and collaborate with teams for permanent fixes.
- Ensure accurate time tracking, ticket updates, and resolution notes as per ITIL best practices.
Identity, Access & Corporate Systems
- Administer Active Directory, Entra ID, and Okta, including identity integrations.
- Implement and maintain IAM, RBAC, and access controls aligned with Zero Trust principles.
- Support core enterprise services including Group Policy, DNS, and DHCP.
- Configure user profiles, email accounts, and system policies as required.
Automation & Infrastructure as Code
- Build and maintain infrastructure using Terraform.
- Develop automation using PowerShell, Bash, and Python.
- Integrate infrastructure workflows into CI/CD pipelines (e.g., GitHub Actions).
- Identify and eliminate manual processes through automation.
Network & Connectivity Support
- Troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues.
- Configure and support network and local printers.
- Coordinate with network and security teams for escalations related to infrastructure issues.
Security & Compliance
- Support endpoint security, vulnerability management, and CSPM initiatives.
- Integrate logs and security signals into SIEM platforms (e.g., Rapid7).
- Partner with Security on remediation and risk reduction efforts.
- Help reduce audit findings and improve overall security posture.
- Follow IT policies, security standards, and compliance requirements.
Asset, Inventory & Lifecycle Management
- Manage IT assets throughout their lifecycle, including procurement, allocation, tracking, recovery, and disposal.
- Maintain accurate asset records using CMDB and asset management tools such as ServiceNow, Insight, HPAM, etc.
- Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories, and spares.
Collaboration, Documentation & Leadership
- Collaborate with Security, App & Dev teams, Helpdesk, clients, and vendors.
- Serve as a senior technical escalation point within a small IT team.
- Mentor teammates and contribute to operational best practices.
- Drive reduction of technical debt and infrastructure backlog.
- Create and update technical documentation, SOPs, and knowledge base articles.
- Proactively identify opportunities to improve processes, automation, and service delivery.