The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.
Job Description:
About the Role
Specialist, Managed Infrastructure Services is responsible for 24x7 monitoring of infrastructure, applications, and network environments. The role involves proactive event detection, validation, escalation, and resolution support to ensure high availability and minimal service disruption.
Key responsibilities
- Monitor infrastructure, alerts and alarms, validating events in accordance with defined operational processes and procedures
- Notify log and escalate incidents through ITSM tools as per established escalation matrix and service management guidelines.
- Perform continuous performance monitoring across servers, networks virtual machines, cloud infrastructure and unified communication systems
- Ensure uninterrupted monitoring and operational support for all in-scope infrastructure and services
- Inspect hardware, software, and environmental alerts; identify anomalies and initiate appropriate actions to minimize service disruption and restore normal operations.
- Manage incidents by adhering to approved Standard Operating Procedures (SOPs), operational runbooks and incident management frameworks.
- Coordinate with ISPs, vendors, customers, and internal support teams to facilitate timely issue resolution and service restoration.
- Detect, correlate, and validate system events, proactively following runbooks and handbooks to prevent incidents or reduce operational impact.
- Create, update and maintain incident tickets, ensuring accurate documentation of events, troubleshooting steps, actions taken and resolutions provided.
- Maintain clear and effective communication with stakeholders throughout the incident lifecycle and service restoration processes.
- Support Root Cause Analysis (RCA) activities and contribute to problem management and remediation initiatives
- Understand business and operational requirements to ensure service delivery aligns with organizational objectives and customer expectations.
Required skills & expertise
- 2–4 years of experience in a Technology Operations Center (TOC), Network Operations Center (NOC), or similar IT operations environment.
- Strong expertise with infrastructure monitoring and alerting platforms, with the ability to interpret alerts, correlate events, and take appropriate actions.
- Strong expertise in incident validation, troubleshooting, root cause identification and problem-solving
- Working knowledge of infrastructure monitoring tools and experience providing Level 1 support for databases and enterprise applications.
- Foundational knowledge of enterprise networking concepts, including TCP/IP, DNS, DHCP, VPN, with the ability to perform basic connectivity validation and troubleshooting.
- Hands-on experience with networking and/or server technologies, including troubleshooting and support in enterprise environments.
- Working knowledge of server environments, including Windows and/or Linux systems, with the ability to perform initial validation checks and identify common system-level issues.
- Exposure to Unified Communications (UC) technologies (e.g., VoIP, collaboration tools) and the ability to recognize and categorize related alerts.
- Experience providing Level 1 support for enterprise applications and infrastructure, including proper documentation and escalation to resolver groups.
- Working knowledge of ITIL frameworks, particularly Incident Management and escalation best practices.
- Experience using ticketing systems such as ServiceNow for incident intake, documentation, and tracking.
- Willingness to work in a 24*7 operational support environment
- Flexibility to adapt to varying shift schedules and operational business requirements
- Strong verbal and written communication skills, with the ability to effectively coordinate with internal teams, vendors and stakeholders
- Basic understanding of data center operations, infrastructure environments and operational support processes.
- Foundational knowledge of cloud technologies and virtualization platforms
- Exposure to VMware and Citrix environments will be considered as an added advantage
- Ability to work effectively in a fast-paced high-availability operations environment with strong attention to details and incident response discipline.
