Senior Support Engineer

Responsible for leading IT service management operations and infrastructure support. This role ensures the reliability, security, and efficiency of enterprise IT services, acting as a key escalation point and mentor within the support team.

DETAILED RESPONSIBILITIES (According to Importance of Responsibility):

ITSM & Service Delivery Leadership

1. Oversee incident, problem, change, and service request management in alignment with ITIL standards.
2. Ensure governance, SLA adherence, and audit readiness for IT operations.
3. Drive process standardization, automation, and continuous improvement in ITSM workflows.
4. Serve as the escalation lead to critical incidents and cross-functional service issues.

Infrastructure Support & Operations

1. Provide lead-level expertise in supporting servers, Active Directory, Microsoft 365, and core networking services.
2. Coordinate and guide system upgrades, patching cycles, backups, and infra monitoring.
3. Partner with infrastructure and cloud teams to ensure resilient and scalable IT environments.
4. Contribute to strategic infra projects such as migrations, application rollouts, and security enhancements.

Team & Stakeholder Engagement

1. Mentor and support junior engineers and IT support staff, fostering knowledge sharing and skill growth.
2. Act as a bridge between ITSM operations and infrastructure teams, ensuring alignment with business goals.
3. Communicate effectively with stakeholders to translate technical updates into business impact.
4. Support leadership in planning and resource optimization within the IT function.

Education: Bachelor’s degree in IT, Computer Science, or Engineering, or equivalent degree.

Knowledge: Deep knowledge of ITSM frameworks with hands-on ITIL application.

Basic Skills & Competencies:

Advanced technical expertise in infrastructure operations (servers, AD, networking, Microsoft 365, endpoint/device management).

Proven ability to lead escalations, manage priorities, and improve processes.

Excellent communication, leadership, and stakeholder management capabilities.

Experience: 5-10 Years, Extensive background in enterprise IT support, service management, and infrastructure operations.

Demonstrated success in leading support functions, infra-related projects, and ITSM process improvements.

Proven track record of mentoring team members, managing escalations, and ensuring IT service excellence.