Senior Infrastructure Specialist

Responsibilities

• Infrastructure Operations:
• Own and support daily operations of IT infrastructure services including the following:
• Network switches.
• Wireless controllers and access points.
• Internet connectivity.
• Firewalls.
• VLANs and routings.
• Servers and storages.
• Backup systems.
• VmWare environment.
• Microsoft 365.
• ENTRA ID
• DHCP, DNS, and related infrastructure services.
• Monitor IT infrastructure availability, performance and capacity.
• Identify IT infrastructure risks and raise them early with clear assessment and recommended actions.
• Ensure IT infrastructure remains stable, secure and fit for school operations.
• Troubleshooting and incident management:
• Provide L2/L3 technical support for IT infrastructure incidents and service requests.
• Perform structured troubleshooting by leveraging off logs, configuration reviews, monitoring data and technical evidence.
• Own assign incidents until resolution or proper handover.
• Provide timely updates to stakeholders during major or high impact incidents.
• Perform root cause analysis for recurring major incidents.
• Document incident findings, actions taken, and provide preventive recommendations.
• Change Management:
• Plan and execute IT infrastructure changes adhering to IT change enablement policy and process.
• Avoid unapproved, undocumented or poorly controlled changes.
• Support after hours or weekend maintenance activities when required.
• Documentation and Configuration Management:
• Maintain accurate IT infrastructure documentation including the following:
• o Network Diagrams.
• o Firewall Rules.
• o VLAN and subnet records.
• o Servers, network, switches, and wireless inventory.
• o Internet circuit details.
• o Backup and backup configurations.
• o Vendor support records.
• o Operational Run books.
• Ensure documentation is updated after every approved major changes.
• Maintain configuration backup for key IT infrastructure systems.
• Ensure asset and inventory records are complete and accurate.
• Network and Security Operations:
• -
• Support the configurations and maintenance of firewalls, network switches, wireless systems and network security controls.
• -
• Review firewall policies, NAT, VPN and network access rules.
• -
• Support network segmentation, access control and secure IT infrastructure services.
• -
• Assist in identifying and remediating IT infrastructure security risks.
• -
• Adhere to region and group IT security standards.
• Vendor Management:
• Work with vendors to troubleshoot, plan, implement and support IT infrastructure services.
• Ensure vendor work is properly reviewed and validated.
• Challenge any incomplete or poor quality vendor output.
• Track vendor actions, timelines, risks and deliverables.
• Escalate vendor performance issues when required.
• Project Delivery:
• Lead and support IT infrastructure projects from planning to implementation.
• Provide technical inputs for IT infrastructure design, deployment, testing and handover.
• Ensure project deliverables include documentation, support model, operational readiness and knowledge transfer.
• Participate in IT infrastructure improvement initiative across schools and campuses.
• Technical Leadership
• Provide technical guidance and coaching to engineers and technical support engineers.
• Support workload prioritization, task follow up andquality review for assigned tasks.
• Guide engineers during major incidents, troubleshooting, infrastructure changes, and project delivery.
• Ensure engineers follow approved, change, incident, documentation and operational process.
• Support the development of technical capability within IT teams.
• Stakeholder Communications:
• Communicate clearly with school IT, academic teams, operational teams, vendors, regional and group IT.
• Provide clear technical updates in plain language when required.
• Escalate risks blockers and incidents early.
• Maintain professional conduct when working with staff, students, vendor and leadership
• Expected Standards:
• Take ownership of assign tasks/work.
• Work independently with minimal supervision.
• Adhere to change and incident processes.
• Maintain accurate documentation.
• Provide clear and timely updates.
• Delivery techn

Additional Information

Position Objective: The Senior Infrastructure Specialist is responsible for the stability, availability, security, and operational performance of the School's IT infrastructure environment. The role owns day to day infrastructure operations across network, firewall, wireless, server, storage, backup, cloud identity, and related infrastructure services. The role is expected to provide hands on technical support. Perform structured troubleshooting, execute approved IT infrastructure changes, maintain accurate documentation and support IT infrastructure improvement initiatives. The role also provides technical leadership, guidance and operational oversight to engineers and technical team members when required.

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