Infrastructure Support Analyst

Infrastructure Support Analyst California, Aliso Viejo 06/02/2026 Contract Active

Job Description:

JOB SUMMARY

This role is responsible for monitoring customer infrastructure, identifying and mitigating failures by raising tickets with appropriate priority and severity. The position involves following and updating runbooks/SOPs, escalating issues, managing ticket backlogs, and collaborating with various teams for ticket resolution. Additionally, the role requires mentoring new team members and ensuring adherence to organizational processes and training requirements. Key Responsibilities

• Follow and update runbooks/SOPs for monitoring, tracking, and escalating service requests to closure.
• Monitor customer infrastructure using defined tools and SOPs to identify failures and mitigate them by raising tickets with defined priority and severity.
• Update SOPs with new troubleshooting instructions and process changes.
• Mentor new team members in understanding customer infrastructure and processes.
• Ensure SLA Adherence and compliance with runbook-based troubleshooting processes.
• Adhere to OLA for timely escalations and routing of tickets.
• Manage ticket backlogs and last activity as per defined processes.
• Collaborate with different delivery towers for ticket resolution within SLA.
• Document learnings for self-reference and actively participate in team initiatives.
• Assist new team members in understanding the customer environment.
• Maintain a thorough understanding of organizational and customer-defined processes.
• Consult with mentors when in doubt and adhere to defined processes, policies, and business conduct.
• Complete all mandatory training requirements on time.
• Provide on-floor training and one-on-one mentorship for new joiners.
• Update FAST Goals, track progress, report, and seek continuous feedback from peers and managers. Required Qualifications
• Strong interpersonal and communication skills (written, verbal, and email etiquette).
• Analytical ability to understand customer issues.
• Ability to follow SOP documents and escalate alerts within defined SLAs.
• Basic understanding of networking commands for troubleshooting desktop/laptop connectivity.
• Strong skills in operating system commands/utilities.
• Basic understanding of virtualization, server and client OS installation, workgroup, and domain knowledge.
• Skills in OS installation and basic user-level commands, including local user/group management.
• Experience with software installation and basic patch installation.
• Ability to monitor Enterprise Storage and backup solutions.
• Skilled in Storage and backup alert monitoring.
• Skilled in ticketing tools.
• Ability to create or modify queries to suit business requirements.
• Data modelling skills, including distinguishing between OLTP and Data warehouse applications.
• Knowledge of storage hardware, storage management techniques, and software used for managing storage.
• Ability to optimize tables to minimize space usage.
• Experience handling end-user calls and using ticketing tools.
• AD management skills.
• Antivirus management skills.
• Strong troubleshooting skills.
• Familiarity with ITIL Framework.
• Monitoring knowledge with various infrastructure tools.
• Understanding of customer infrastructure and ability to correlate failures.
• Understanding of IP addressing.
• Moderate knowledge in network show commands across routers, switches, firewalls, and load balancers.
• Basic knowledge of high CPU and high bandwidth usage reasons.
• Basic knowledge of Port-Channels and ether channels.
• Basic understanding of ticketing tools such as Service-now or Remedy.
• Familiarity with basic OS administrative tools and ability to analyze event logs/sys logs.
• File system (FAT, NTFS, etc.) and partitioning knowledge.
• Basic understanding of system processes/services and user processes.
• Good knowledge in Storage and Backup technology.
• Strong knowledge in Backup and Recovery Operations.
• Good knowledge of Tape Libraries, Backup Appliances, and Virtual Tape Libraries.
• Good understanding of Networking concepts.
• Basic knowledge of infrastructure components.
• Knowledge in alert handling and monitoring.
• Familiarity with Linux and Windows commands.
• Fluency in Structured Query Language (SQL).
• Knowledge of database background processes.
• Knowledge of 3-Tier, client-server architectures, and web services.
• Knowledge of Office 365.
• Basic network knowledge.
• Ability to understand technology/processes as per audit requirements.
• Working knowledge of MS Excel, Word, PPT, and Outlook.