Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support. Must have skills : Project Management Office (PMO) Mobilization & Run Good to have skills : NA Minimum 12 year(s) of experience is required Educational Qualification : 15 years full time education Summary: As a Program or Project Management Lead, a typical day involves overseeing the comprehensive delivery of programs or projects to ensure alignment with business objectives. This role requires defining the scope of projects clearly and continuously monitoring the progress of deliverables to maintain quality and timeliness. The position demands active communication with various stakeholders to manage expectations, address challenges, and ensure successful outcomes. The role is dynamic, involving coordination across different teams and adapting to evolving project needs to drive overall success. Roles & Responsibilities: - Expected to be an SME, collaborate and manage the team to perform. -Prepare and own the daily change summary, covering 50–100 infrastructure changes and approximately 150 associated change tasks scheduled across the shift. -Serve as the single point of accountability for change execution progress throughout the shift window. -Coordinate with Lead on Duty (LOD) representatives from each technical tower to track change status, dependencies, and potential risks. -Monitor change execution timelines and proactively flag deviations before they become incidents. -Join bridge calls for changes requiring timeline extensions and facilitate structured decision-making on proceed, pause, or rollback. -Act as the bridge coordinator when a change-related technical issue arises — ensure the right SMEs, Operations Leads, and Tower Leads are engaged without delay. -Liaise with the Service Management team and the client's Incident Management team to evaluate the need for change extensions or emergency rollbacks. -Make timely and well-reasoned calls on whether to grant extensions, escalate to leadership, or invoke rollback procedures based on real-time inputs. -Maintain situational awareness across all concurrent changes to assess blast radius in case of failures. -Own the end-to-end Service Intake process for new client service onboarding requests. -Coordinate with relevant technical towers to ensure complete, accurate, and actionable information is captured for each intake request. -Work collaboratively with tower teams to identify additional infrastructure, tooling, or process requirements associated with new service onboarding.