Infra. Technology Specialist For SLM (BLR/CHN/HYD)

Job description

Job Summary Infra Technology Specialist role focused on incident management within a hybrid work model and day shift schedule requiring four to eight years of experience in managing complex technology incidents across enterprise environments ensuring high service availability rapid restoration and robust root cause analysis with beneficial exposure to property and casualty insurance operations enabling stable infrastructure support for core business services and positive outcomes for customers and co Responsibilities • Manage end to end incident lifecycle for infrastructure services by logging classifying prioritizing and tracking incidents to ensure timely restoration of service and minimal business disruption for enterprise stakeholders across hybrid work environments. • Coordinate incident resolution activities across cross functional technical teams by facilitating clear communication documenting actions and aligning efforts to achieve swift containment and sustainable remediation of infrastructure issues. • Perform detailed impact assessment for incidents by analyzing affected applications users and business processes to support informed decision making on escalation resource allocation and communication to relevant business contacts. • Execute incident triage and technical analysis using monitoring tools and system logs to identify patterns probable causes and risk levels enabling accurate routing to appropriate resolver groups and focused problem investigation. • Track and ensure adherence to incident management service level targets by monitoring response and resolution times highlighting deviations and driving corrective actions to maintain high reliability and customer satisfaction. • Prepare structured incident updates and reports during active events by summarizing status actions risks and next steps ensuring transparency for management and business teams and supporting calm organized response even under pressure. • Conduct thorough post incident review by documenting timeline technical root cause contributing factors and lessons learned and by following up on improvement actions to strengthen infrastructure resilience and reduce recurrence. • Apply property and casualty insurance domain understanding when available to interpret business criticality of incidents prioritize remediation for policy and claims related systems and safeguard continuity of customer facing insurance services. • Collaborate with infrastructure engineering and operations teams to refine monitoring thresholds alerting rules and runbooks enhancing early detection of anomalies and enabling faster standardized responses to common incident scenarios. • Support continuous improvement of incident management processes by identifying bottlenecks proposing workflow enhancements and contributing to tool configuration updates that streamline handling and reporting across hybrid work arrangements. • Document incident handling procedures and knowledge articles in clear operational language to support consistent responses from global support teams and to build a reusable knowledge base that improves efficiency and quality of resolution. • Engage with business and technology stakeholders after significant incidents to explain causes and corrective measures in accessible terms reinforcing trust in technology operations and illustrating the positive impact of robust infrastructure on society through uninterrupted digital services. • Align daily incident management activities with organizational standards risk controls and regulatory expectations relevant to insurance and financial services ensuring that restoration efforts respect compliance requirements and protect sensitive customer information. Qualifications • Possess four to eight years of hands on experience in infrastructure incident management within complex enterprise environments demonstrating consistent ownership of high impact incidents and reliable delivery in hybrid work settings. • Show strong proficiency in using incident tracking and service management platforms along with monitoring and logging tools to analyze trends recognize early warning signs and drive rapid resolution of recurring infrastructure issues. • Demonstrate clear and concise communication skills for engaging technical teams and business stakeholders during incidents with the ability to translate technical findings into practical business language and structured written reports. • Bring practical understanding of property and casualty insurance processes such as policy administration and claims handling when possible using that familiarity to gauge business impact and prioritize incidents affecting critical insurance services. • Display solid problem solving and analytical capabilities by systematically breaking down complex infrastructure incidents evaluating alternative remediation options and recommending sustainable solutions that strengthen overall stability. • Operate effectively in a hybrid work model and day shift environment by managing time coordinating remote and onsite interactions and maintaining consistent incident handling quality regardless of work location. • Preferably hold experience in enterprise environments with formal incident classification structures and major incident processes showing familiarity with high severity event coordination and post incident improvement activities.