Job Summary:

The Infra Support Analyst will be part of the ECS Delivery Productization team, responsible for maintaining and validating SPC procedures used by the MSP team within the ECS environment. The role involves working across multiple operating systems, performing validation tasks, troubleshooting issues, and ensuring process and service quality before release to production.

Key Responsibilities:

• Perform procedure validations and end-to-end service validations in the VLAB environment.

• Report and document issues encountered during validation to prevent recurrence in the production environment.

• Review and provide feedback on unclear or incomplete documentation.

• Troubleshoot issues in procedures in collaboration with the Procedure Owner, leveraging knowledge of ECS architecture and related tools.

• Proactively follow up on tickets and ensure proper closure before production rollout.

• Share technical and process knowledge within the team and across the organization.

• Participate in rollout activities with the rollout champion.

• Collect requirements from SEO/SME/Service Owners and coordinate implementation with the Procedure Owner.

• Record requirements and feedback in JIRA under Operations Feedback.

• Monitor daily process executions, analyze task failures, and identify root causes.

• Conduct internal training sessions for MSP and EU teams on new features and procedures.

• Troubleshoot, reproduce, and resolve recurring issues independently.

• Build and maintain a strong understanding of the Enterprise Cloud solution architecture and automation lifecycle.

• Ensure high-quality documentation and adherence to change control and quality assurance processes.

Work Experience:

• Strong knowledge of Linux and Windows operating systems.

• Hands-on experience with SUSE Linux, Windows, or IBM Power systems.

• Familiarity with hypervisors (VMware) and cloud platforms (hyper-scalers) preferred.

• Experience with JIRA for task and feedback management.

• Proficiency in MS Excel for data analysis and reporting (CRT, SAC).

• Prior experience in ECS Delivery or server management environments preferred.

• Strong documentation, planning, and change control discipline.

• Self-motivated, detail-oriented, and able to work with minimal supervision.

• Customer-focused mindset with an emphasis on service quality and operational excellence.

Skills and Competencies:

• Deep technical knowledge of Linux/Unix (preferably SUSE).

• Minimum 5 years of specialist technical experience.

• Strong analytical and troubleshooting skills.

• Excellent communication and teamwork abilities.

• Effective project and time management skills.

Education & Certifications:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.

• Vocational or technical certifications in relevant technologies preferred.

• Desirable:

  • Network Certification (e.g., CCNA, CompTIA Network+)

  • ITIL V3/V4 Foundation Certification