L2 Infrastructure Support (Contract, East)

Deliver Service Operations support to both internal and external customers in alignment with contractual terms and established Service Level Agreements (SLAs). Maintain and ensure the optimal performance of all systems and products managed by the Service Operations team. Serve as the single point of contact (SPOC) for customers when required, coordinating with internal resolver teams, the Service Desk, and customers to ensure timely intervention and high-quality service resolution within defined SLAs. Provide top-tier incident and problem management support, coordinating resolutions with the appropriate technical teams. Minimize service restoration times by escalating issues to specialized resolver groups both within and outside the organization, in accordance with SLA and monitoring policies. Oversee the replacement of faulty equipment, ensuring the availability and timely replenishment of spare parts as per the defined sparing policy. Uphold the highest operational standards across the team by offering guidance, support, and hands-on management for incident and problem resolution. Proactively identify service and infrastructure issues, conduct diagnostics, and maintain ownership of service requests to ensure effective problem resolution. Assist senior team members in daily task coordination, reporting, and overall operational management. Follow installation standards and industry best practices to ensure high-quality service delivery and system operations. Utilize appropriate tools and equipment to perform installations, interventions, and repairs in line with operational guidelines. Escalate unresolved problems to higher support levels as needed. Conduct scheduled preventive and proactive maintenance, as well as monitoring of systems and services, to meet customer expectations. Execute Change Management, Configuration, Design, and Implementation tasks for supported systems and products. Manage local vendors to ensure consistent service delivery to the Service Operations centers, and report on vendor performance to management. Analyze, define, document, and test system and application enhancements. Provide on-site support to end-users during service cutovers. Continually identify, document, and share lessons learned, known errors, and operational insights to enhance service quality. Be available for escalations and support during off-hours and on-call standby as required. Qualification: Diploma/Bachelor Degree in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification. Unix / Linux Certification, VMWare Certification, ITIL Foundation v3 Certification At least 3 years IT experience in following technologies: Operating System: RHEL 7/8, RHEL HA,Windows Data center 2016/2019 with clustering Hardware: HP DL360 Gen 9, DELL R430XD, DELL R730XD / equivalent Virtualization: ESXi, VMWare vsphere 7/8, VMware vCentre, VMware SRM Standard MQ: MQ v8/9, MQ IPT, MQ Clustering, IBM License Manager Web: Apache Web Ser