Sr Engineer - Network Operations & Support

Infrastructure Operations & Service Analyst Role Summary The Infrastructure Operations & Service Management Analyst is responsible for managing and improving IT infrastructure support services across Infra environments. The role focuses on ticket analysis, incident management, service quality improvement, customer communication, reporting, and executive-level presentations. Key Responsibilities Infrastructure Operations Support

Analyze infrastructure alerts and incidents to ensure service availability and stability.

Coordinate with technical teams for issue resolution and root cause analysis.

Track recurring issues and recommend preventive actions. Ticket Analysis & Service Improvement

Analyze incident, service request, and change tickets.

Identify trends, recurring issues, and improvement opportunities.

Monitor SLA compliance and service performance metrics.

Develop and implement quality improvement initiatives to enhance operational efficiency.

Prepare dashboards and reports highlighting ticket volumes, service performance, and improvement actions. Incident Management

Lead and coordinate major incident management activities.

Drive timely incident resolution and stakeholder communication.

Conduct post-incident reviews and Root Cause Analysis (RCA).

Ensure corrective and preventive actions are tracked to closure.

Maintain incident management documentation and knowledge articles. Customer & Stakeholder Communication

Act as a primary interface between IT operations teams and customers.

Provide regular updates on incidents, service requests, and improvement initiatives.

Facilitate customer review meetings and service governance discussions.

Manage escalations and ensure customer satisfaction through proactive communication. Reporting & Presentation Management

Prepare Weekly, Monthly, and Quarterly Operational Reports.

Create executive-level PowerPoint presentations (PPTs) for service reviews and management updates.

Present infrastructure performance, SLA achievements, incident trends, and improvement plans.

Generate KPI and service performance dashboards for leadership review. Required Skills

Strong understanding of: OS, DOC-Infra and IT Infrastructure Operations.

Knowledge of ITIL processes, especially Incident Management and Service Management.

Experience in ticketing tools such as ServiceNow, Remedy, Jira, or similar.

Strong analytical and problem-solving skills.

Excellent customer communication and stakeholder management abilities.

Advanced PowerPoint, Excel, and reporting skills. Ability to prepare and present executive-level reports. Preferred Qualifications

Bachelor's degree in Information Technology, Computer Science, or related field.

ITIL Foundation Certification preferred.

Experience in Infrastructure Operations, Service Management, or Managed Services environment.

Knowledge of KPI/SLA reporting and continuous service improvement practices. Key Deliverables

Weekly Operations Reports and Monthly Service Review Reports

Preparing QBR Presentations and Customer Communication Updates

Incident Trend Analysis Reports and Service Quality Improvement Plans

SLA/KPI Performance Dashboards