Head of Support Operations at System C overseeing operational performance in customer support. Focused on building scalable practices and driving customer outcomes in a fast - changing environment.
About the role
- IT Operations Engineer providing advanced technical support for enterprise infrastructure. Mentor L1 engineers and ensure high availability in a global 24x7 environment.
Responsibilities
- Provide advanced troubleshooting and fault isolation for escalated server and network incidents, utilizing iDRAC, Redfish, and Cisco CLI tools to diagnose and resolve complex issues.
- Execute firmware, BIOS, and driver updates on Dell PowerEdge servers following standardized procedures, ensuring minimal service disruption and maintaining system stability.
- Perform IOS/NX-OS firmware and software updates on Cisco routers and switches, adhering to change management protocols and conducting post-update validation.
- Manage hardware break/fix procedures for server infrastructure, coordinating with Dell support for warranty claims, parts ordering, and scheduling on-site technician dispatch.
- Conduct regular network health audits and performance analysis, identifying potential bottlenecks and recommending optimization measures to prevent service degradation.
- Collaborate with the SRE team to enhance monitoring dashboards and refine alerting thresholds, ensuring proactive detection of infrastructure instability or security events.
- Mentor and provide technical guidance to L1 engineers, conducting knowledge transfer sessions and assisting with complex ticket resolution to build team capability.
Requirements
- Experience with 5+ years of hands-on experience in enterprise IT infrastructure operations.
- Strong proficiency with Dell PowerEdge server administration, including hardware troubleshooting, iDRAC/Redfish management, and firmware lifecycle management.
- Solid experience with Cisco networking equipment (routers, switches), including IOS/NX-OS configuration, troubleshooting, and upgrade procedures.
- Working knowledge of monitoring and logging tools, with the ability to create dashboards, configure alerts, and analyze performance metrics for proactive issue detection.
- Excellent problem-solving abilities with demonstrated experience in incident management, root cause analysis, and implementing corrective actions in production environments.
- Industry certifications such as Dell Server certifications or ITIL Foundation; ability to work rotating shifts in a 24x7 global support model.
Benefits
- 24x7 on-call support for critical escalations
- Provide advanced troubleshooting and fault isolation for escalated server and network incidents
- Collaborate with the FTE IT Team Lead on capacity planning activities
- Conduct regular network health audits and performance analysis
Job title
Job type
Experience level
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Degree requirement
Tech skills
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