Key Responsibilities:
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.
Required Qualifications:
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.
Preferred Qualifications:
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.
Preferred Skills:
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.
