Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Site Reliability Engineering
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Infra Tech Support Practitioner, a typical day involves delivering first and second level technical assistance for infrastructure, systems, and applications across both production and development settings. This role requires working closely with users and clients to identify and resolve issues efficiently, whether remotely or onsite. The practitioner follows established operational procedures to maintain service reliability and quality, ensuring smooth functioning of various technology platforms. Collaboration with different teams and adherence to defined processes are key aspects of the daily routine, aimed at sustaining optimal infrastructure performance and user satisfaction.

Roles & Responsibilities:

1. Infrastructure as Code & Automation
Automate Everything: Eliminate manual interventions by designing and implementing end-to-end infrastructure automation using tools like Terraform or Ansible.
CI/CD Pipeline Management: Build, optimize, and maintain robust CI/CD pipelines to ensure seamless, automated software delivery and infrastructure deployments.
Configuration Management: Define and manage system configurations via code to maintain consistency across Development, Staging, and Production environments.

2. Reliability, Scalability & Performance
Architecture Design: Partner with development teams to architect scalable, fault-tolerant, and high-performance cloud infrastructure.
Capacity Planning: Proactively monitor system resource utilization and plan capacity upgrades to handle traffic spikes and growth.
Chaos Engineering: Introduce controlled failures into systems to test resilience and proactively identify architectural weaknesses.

3. Monitoring, Observability & Incident Response
Observability Stack: Design and implement comprehensive monitoring, logging, and alerting systems (e.g., Newrelic ) to establish deep system visibility.
On-Call & Incident Management: Participate in an on-call rotation. Lead the triage and resolution of critical production incidents.
Blameless Post-Mortems: Conduct thorough root-cause analysis (RCA) for infrastructure failures and formulate actionable plans to prevent recurrence.


Professional & Technical Skills:
- Must To Have Skills: Proficiency in Site Reliability Engineering.
- Strong knowledge of infrastructure components including servers, storage, and network devices.
- Experience in troubleshooting operating systems and application platforms in complex environments.
- Ability to work with monitoring tools and incident management systems to ensure prompt issue resolution.
- Familiarity with automation and scripting to improve operational efficiency and reduce manual interventions.
- Understanding of service management frameworks and best practices to support IT operations.

Category Required Skills & Tools

Cloud Platforms:- Advanced expertise in AWS (Cloud networking, IAM, security, compute, and storage services).

Containers & Orchestration:- Deep operational knowledge of Docker and Kubernetes (EKS, GKE, or AKS), including Helm charts and service meshes.
Infrastructure as Code (IaC) Strong proficiency in Terraform or CloudFormation.

Programming & Scripting:- Proficiency in Python, or Bash for building internal tooling and automation scripts.

CI/CD Tools Hands-on experience with GitHub Actions, GitLab CI, Jenkins.
Observability Experience configuring in New Relic.
OS & Networking Strong Linux administration skills and a solid understanding of TCP/IP, DNS, Load Balancing, and HTTP/S.


Additional Information:
- The candidate should have minimum 5 years of experience in Site Reliability Engineering.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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