Infrastructure Operations Specialist
M
Mercer AdvisorsFinancial
Remote, USAFull-TimeMiddle
Salary32 - 38 USD per hour
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Job Details
- Experience
- 2–4 years of experience in IT operations, infrastructure support, NOC, service desk escalation, or similar roles.
- Required Skills
- AWSAzureDocumentationComplianceNetworkingTroubleshooting
Requirements
- 2–4 years of experience in IT operations, infrastructure support, NOC, service desk escalation, or similar roles.
- Strong understanding of enterprise IT environments, including cloud platforms, identity systems, networking, and endpoint fundamentals.
- Experience working with monitoring, alerting, and incident management tools.
- Familiarity with structured escalation processes and operational runbooks.
- Strong documentation, troubleshooting, and communication skills.
- Working knowledge of ITIL‑based service management concepts.
- Security‑first mindset with an understanding of operational risk and compliance considerations.
- Experience supporting cloud environments (Azure and/or AWS).
- Exposure to infrastructure security tooling and incident response workflows.
- Experience working in regulated or audit‑driven environments.
Responsibilities
- Continuously monitor infrastructure, cloud platforms, identity systems, networking, and security tooling using centralized monitoring and alerting solutions.
- Triage alerts, validate impact, and execute documented runbooks and response plans.
- Act as first and second line of defense for infrastructure and security alerts, escalating issues based on defined thresholds and procedures.
- Coordinate incident response activities and ensure appropriate handoff to Systems Administrators or Engineering teams.
- Serve as second‑line escalation point for the Service Desk on infrastructure‑related issues.
- Validate issues, gather diagnostics, and ensure accurate prioritization before escalating.
- Provide operational support during business‑impacting events to reduce time to resolution.
- Contribute to reducing mean time to detect (MTTD) and mean time to respond (MTTR) through disciplined monitoring and response practices.
- Identify recurring incidents or alert noise and recommend improvements to thresholds, runbooks, and escalation processes.
- Participate in post‑incident reviews and corrective action tracking.
- Monitor infrastructure and security signals and initiate predefined response actions.
- Ensure incidents, alerts, and escalations are accurately documented.
- Produce consistent evidence of monitoring, response, and escalation to support SOC, audit, and regulatory requirements.
- Follow established change and incident management processes.
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