MehnaTi

Infrastructure Support Engineer

The Infrastructure Support Engineer assists with infrastructure planning, design, operations and maintenance. He/ She assists with technical infrastructure performance analysis to identify problems and risks, makes improvement recommendations and supports implementation of preventive solutions. He follows procedures, processes and quality standards and takes appropriate corrective action in response to readily identifiable infrastructure problems and incident. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays. He works in a team setting and is proficient in Infrastructure systems and Network related tools and techniques required by the organization. He is also familiar with the relevant software platforms on which the database is deployed. The Infrastructure Support Engineer is able to resolve issues quickly and effectively as they arise. He is able to methodically identify and evaluate the cause of issues, and develop solutions in collaboration with the team. He is able to communicate effectively and displays high service level standards.

Skills and Competencies

Technical Skills & Competencies

Business Continuity
Proficiency Level
"Implement business continuity and contingency procedures and exercises"
4
Business Needs Analysis
Proficiency Level
"Elicit and analyze business requirements from key stakeholders and assess relevant solutions and their potential impact"
3
Cyber and Data Breach Incident Management
Proficiency Level
"Troubleshoot incidents, escalate alerts to relevant stakeholder, and analyze root causes and implications of incidents "
3
"Develop incident management procedures and synthesize incident-related analyses to distill key insights, resolve incidents and establish mitigating and preventive solutions "
4
Infrastructure Deployment
Proficiency Level
Detail an infrastructure installation and testing plan for suitable site locations, resolving infrastructure malfunctions where required
3
Infrastructure Support
Proficiency Level
Diagnose, troubleshoot and provide end-to-end management of infrastructure disruptions or technical issues encountered by users, and plan infrastructure upgrade activities
3

Generic Skills & Competencies

Communication
Proficiency Level
"Articulate and discuss ideas and persuade others to achieve common outcomes "
Intermediate
Interpersonal Skills
Proficiency Level
Detect and decipher emotions of others to manage interpersonal relationships in social situations.
Intermediate
Problem Solving
Proficiency Level
Identify easily perceivable problems and follow given guidelines and procedures to solve the problems.
Basic
Service Orientation
Proficiency Level
Exceed customer needs and expectations and handle service challenges with a positive mindset. Demonstrate an understanding of the organisation’s service vision, mission and values.
Basic
Teamwork
Proficiency Level
Facilitate work team activities, provide assistance and support needed by team members and promote ownership and commitment among team members to work goals to improve team performance.
Intermediate

Critical Work Functions and Key Tasks

Oversee infrastructure operations

• Manage infrastructure operations activities and installation of infrastructure systems according to design specifications 
• Align infrastructure operations with agreed service level agreements 
• Leads infrastructure operations project planning and requirements phases 
• Manage the implementation of agreed infrastructure changes and maintenance routines 
• Contributes to the design and implementation of infrastructure replacement plans 

Maintain infrastructure performance

• Perform ongoing tuning and optimization of infrastructure hardware and software components such as updates and upgrades 
• Manage infrastructure testing and implementation 
• Gather performance and data usage statistics for capacity planning and reporting 
• Pilot new tools, technologies, and/or processes to enhance the performance of infrastructure systems 

Resolve infrastructure-related problems and issues

• Conduct root cause analysis to explore possible solutions 
• Simulate user problems to explore solutions to resolve problems 
• Oversee updates on issues to ensure resolution 
• Recommend system modifications to address issues 
• Guide and/or train teams to resolve infrastructure-related incidents 
• Create temporary solutions until permanent solutions can be developed to resolve infrastructure-related incidents

Oversee service level agreements and service improvements

• Manage the development of service-level objectives and targets 
• Monitor service-level objectives to ensure that requirements are met or exceeded 
• Develop client satisfaction metrics and service procedures 
• Propose recommendations to improve performance and client satisfaction 

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