Job Description
Key Responsibilities
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- Support end-to-end ownership of assigned infrastructure services, with focus on availability, reliability, utilization, adoption, and service-level performance.
- Maintain service documentation, roadmaps, performance dashboards, operational metrics, and stakeholder communications.
- Coordinate service activities across architecture, engineering, quality assurance, operations, product, and project teams.
- Facilitate service reviews, track actions, analyze trends, and communicate service performance, risks, and improvement priorities.
- Serve as a point of contact for service inquiries, operational concerns, and stakeholder feedback.
- Assist with service strategy, design, transition, operations, and lifecycle activities.
- Identify practical opportunities to improve service quality, efficiency, scalability, and cost effectiveness.
- Support incident follow-up, root cause analysis, corrective actions, and continuous improvement initiatives.
- Prepare clear communications for service releases, changes, performance updates, and improvement activities.
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Required Qualifications
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- 3+ years of experience in IT service management, infrastructure operations, service delivery, or a related field.
- Working knowledge of ITIL practices and service management principles.
- Experience supporting infrastructure services such as servers, networks, storage, cloud platforms, or related technologies.
- Experience coordinating work across technical teams and business stakeholders.
- Ability to interpret service metrics, identify trends, and translate findings into clear actions and updates.
- Strong written and verbal communication, organization, analytical thinking, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment with limited supervision.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
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Preferred Qualifications
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- ITIL Foundation certification or equivalent practical experience.
- Exposure to Microsoft Azure, AWS, VMware, Cisco, or comparable infrastructure technologies.
- Experience working in a managed services, enterprise infrastructure, or shared-services environment.
- Familiarity with Agile delivery methods and DevOps practices.
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Preferred Skills
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- Strong understanding of cloud capacity management.
- Strong understanding of forecasting and demand management.
- Experience managing Azure and AWS provider capacity.
- Strong knowledge of capacity risk management and assessment.
- Clear understanding application capacity and resilience.
- Experience with data, API's and capacity intelligence.
- Practical experience with capacity governance and controls.
- Knowledge of capacity constraint mitigation and cloud resource capacity optimization.
- Strong experience with executive and stakeholder communication.
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