Bangalore, Karnataka, India
Information Technology
Full-Time
SailPoint
Overview
The Desktop Support Specialist provides end-user technical support to our employees, routine maintenance, and infrastructure support as part of a close-knit team. Customer service and communications are pivotal to this role.
We are seeking an experienced and proactive IT Infrastructure Support Manager with strong network operation center experience to lead our infrastructure and support team and ensure the stability, efficiency, and security of our IT systems and services. This leadership role is responsible for overseeing the daily operations of infrastructure support, including servers, storage, networks, and end-user computing environments.
Responsibilities
- Oversee the administration and support of core infrastructure components, including servers, network devices, storage systems, cloud environments, and enterprise software platforms.
- Manage incidents, service requests, and escalations, ensuring timely resolution and root cause analysis.
- Serves as a technical resource for multiple components of the infrastructure to help identify the best technical solutions. Troubleshoots most problems within assigned area(s), providing fault isolation and resolution that may be complicated by technology interdependency.
- When provided with an objective to improve performance in their area(s) of technology, develops and implements action plans needed to effect the change.
- Provides ongoing support and troubleshooting for issues escalated from more junior engineers on installed technical solutions to resolve immediate customer needs.
- Provides technical leadership to project teams in their area of expertise and/or leads teams to complete projects specific to their area(s) of expertise to maximize and share learning.
- Analyzes the current state of the infrastructure and identifies opportunities for improvement to ensure systems meet business needs. Contributes to changes to established roadmaps, documents them effectively and executes the implementation of changes in their area(s) of responsibility.
- Must possess prior experience with installing, maintaining, and troubleshooting technology systems and a proven ability to troubleshoot and support technical issues using standardized procedures.
- Perform basic Active Directory/Exchange administrative tasks
- Perform user account and end user equipment provisioning
- Perform hardware and software maintenance / troubleshooting on all end user equipment
- Provide support and assistance to local and remote employees
- Assist with administering new and existing systems and software
- Create documentation of solutions to reported issues, resolution steps, support procedures
Required Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 2+ year managing IT support teams
- 1–3 years of experience in a NOC, IT support, or network administration role.
Preferred Qualifications:
- Experience managing PagerDuty automation
Technical Skills
- Strong knowledge of Windows and Linux server environments, Active Directory, and virtualization (VMware)
- Familiarity with cloud platforms (e.g., Azure, AWS, or GCP).
- Experience with monitoring tools (e.g., logicMonitor, SolarWinds), ticketing systems, and ITSM processes.
- Strong understanding of TCP/IP, DNS, DHCP, VPN, and routing/switching fundamentals.
- Familiarity with Linux and Windows environments.
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact hr@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.
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