Job Description
Who we are:
Do you want to join our Geo-data revolution? Fugro’s global reach and unique know-how will put the world at your fingertips. Our love of exploration and technical expertise helps us to provide our clients with invaluable insights. We source and make sense of the most relevant Geo-data for their needs, so they can design, build, and operate their assets more safely, sustainably, and efficiently. But we’re always looking for new talent to take the next step with us. For bright minds who enjoy meaningful work and want to push our pioneering spirit further. For individuals who can take the initiative but work well within a team.
Job Purpose:
The IT Support Analyst is a hands-on technical role responsible for supporting, maintaining, and continuously improving enterprise IT infrastructure across on‑premises and cloud environments. The role serves as a Level 2 escalation point for complex technical issues, leads regional technical initiatives, and actively drives improvements in automation, monitoring, security, and operational excellence.
This position is intended for a technically strong engineer and is not suited for a coordination-only or helpdesk-only profile. The successful candidate will demonstrate proven experience across cloud platforms, virtualization, networking, monitoring, backup solutions, security tools, and automation technologies.
The global IT organization is evolving toward business-focused services and streamlined operations. As part of this transformation, the IT Support Analyst is expected to actively participate in standardization initiatives, contribute to service improvement efforts, and take ownership of implementing technical enhancements that improve overall support quality and efficiency.
This role will be considered successful when:
Technical support is delivered in a timely, effective, and high-quality manner. Customer service expectations are consistently met or exceeded. The IT organization operates efficiently and effectively, supported by stable systems, improved processes, and proactive technical improvements.
Key Responsibilities:
End-user support/IT Infrastructure Support:
- Act as a Level 2 (L2) escalation point, supporting HALO ITSM tickets and resolving complex issues across infrastructure, cloud, networking, and virtualized environments.
- Hold end‑to‑end responsibility for the operational health, availability, stability, and performance of regional IT infrastructure and services.
- Own and provide technical accountability for assigned platforms across on‑premises and/or cloud environments.
- Work directly with business stakeholders to resolve advanced technical issues and translate business requirements into effective technical solutions.
- Proactively prevent incidents through monitoring, analysis, and automation, and reduce recurrence by performing root Cause Analysis (RCA) and implementing corrective actions.
- Restore failed IT services rapidly and efficiently, minimizing business impact, and escalate unresolved or high‑risk issues to global domain owners when required.
- Participate in and contribute to local, regional, and global IT projects, supporting standards, roadmaps, and infrastructure modernization initiatives.
- Create and maintain technical documentation, including solutions, known errors, and operational procedures, and perform routine operational tasks to meet defined Service Level Agreements (SLAs).
- Acts as a escalation point (L2) supporting HALO ITSM tickets and resolving complex infrastructure, cloud, network, and VM environment issues
- Holds end‑to‑end responsibility for the operational health, availability, and stability of regional IT infrastructure and services
- Owns and provides technical accountability for assigned platforms (on‑premises and/or cloud).
- Works directly with the business to resolve advanced technical issues and translate business requirements into technical solutions
- Proactively prevents incidents through monitoring, analysis, and automation, and reduces recurrence via root cause analysis (RCA)
- Restores failed IT services quickly while minimizing business impact and escalates unresolved issues to global domain owners.
- Participates in and implements local, Regional, and Global IT projects, contributing to standards, roadmaps, and modernization initiatives.
- Documents solutions, known errors, and operational procedures, and performs routine tasks to meet defined SLAs.
Manage Regional IT Infrastructure services:
- Manage and support VMware vSphere / ESXi platforms including VM lifecycle, performance, and capacity.
- Provide hands-on support for AWS and/or Microsoft Azure environments (basic to intermediate level).
- Support virtual servers, storage, and platform services across on-prem and hybrid environments. Proactively detect performance, capacity, and availability risks.
- Troubleshoot and support enterprise networking, including LAN, WAN, DNS, DHCP, VLANs, VPNs, and firewalls.
- Perform traffic analysis and connectivity troubleshooting across infrastructure layers.
- Operate and enhance monitoring platforms such as PRTG and/or SolarWinds.
- Administer and support Veeam Backup & Replication or equivalent solutions.
- Ensure successful backup execution, perform restore testing, and support disaster recovery activities.
- Identify repetitive operational tasks and propose or implement automation.
- Develop or maintain scripts using PowerShell or preferred scripting.
- Work with Regional IT Technical PMs and global domain teams on upgrades and improvements.
- Proactively take initiatives during Major incidents and create a major incident report.
- Share technical knowledge through the training, documentation, and best-practice guidance.
- Understands and adheres to IT change management processes, ensuring changes follow the full lifecycle from planning and approval through implementation, validation, and closure.
Required Experience & Skills:
- 8–10 years of relevant professional experience in infrastructure and cloud environments.
- Strong hands-on experience with Cloud Platforms, including AWS, Microsoft Azure, and Google Cloud Platform (GCP).
- Extensive experience in Virtualization technologies, particularly VMware vSphere/ESXi and vCenter.
- Solid expertise in Networking, with the ability to support and troubleshoot enterprise-scale environments.
- Strong experience in Backup and Recovery, with a clear understanding of enterprise backup concepts such as RPO, RTO, and retention policies.
- Demonstrated understanding of IT Change Management processes and governance.
- Proven experience in managing and collaborating with stakeholders across multiple countries.
- Highly analytical, proactive, and results-driven professional with a problem-solving mindset.
- Excellent written and verbal communication skills, with the ability to effectively engage stakeholders across India and the Middle East.
- Flexibility to work across global time zones and coordinate with distributed teams.
What we offer:
Fugro provides a positive work environment as well as projects that will satisfy the most curious minds. We also offer great opportunities to stretch and develop yourself. By giving you the freedom to grow faster, we think you’ll be able to do what you do best, better. Which should help us to find fresh ways to get to know the earth better. We encourage you to be yourself at Fugro. So bring your energy and enthusiasm, your keen eye, and your can-do attitude. But bring your questions and opinions too. Because to be the world’s leading Geo-data specialist, we need the strength in depth that comes from a diverse, driven team.
Our view on diversity, equity, and inclusion:
At Fugro, our people are our superpower. Their variety of viewpoints, experiences, knowledge, and talents gives us collective strength. Distinctive beliefs and diverse backgrounds are therefore welcome, but discrimination, harassment, inappropriate behavior, and unfair treatment are not. Everybody is to be well-supported and treated fairly. And everyone must be valued and have their voice heard. Crucially, we believe that getting this right brings a sense of belonging, of safety and acceptance, that makes us feel more connected to Fugro’s purpose ‘together create a safe and livable world’ – and to each other.
HSE Responsibilities:
Responsible for ensuring the safety of self and others at the site. Prevent damage to equipment and assets. Responsible for following all safety signs/procedures/ safe working practices. Responsible for using appropriate PPE’s Responsible for participating in mock drills. Entitled to refuse to undertake any activity considered unsafe. Responsible for filling up of hazard observation card, wherever a hazard has been noticed at the site. Responsible for safe housekeeping of his workplace. To stop any operation that is deemed unsafe. To be able to operate a fire extinguisher in case of fire. To report an incident as soon as possible to the immediate supervisor and HSE manager. To complete HSE training as instructed to do so.
Disclaimer for recruitment agencies:
Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated.
