Infrastructure Support Analyst

Firstsource; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Firstsource in Hyderabad seeks an Infrastructure Support Analyst to join its IT operations team. You will bring 4–6 years of experience in infrastructure support, systems administration, and IT operations, with hands-on work across Windows, AD, Exchange Online, and cloud concepts.

You will coordinate managed service providers, monitor SLAs, handle incidents, service requests, and changes, while upholding ITIL practices and supporting remote sites and network devices.

Qualifications

• 4–6 years of experience in infrastructure support, systems administration, IT operations or Level 2/3 technical support.
• Experience using ITSM platforms and handling incidents, service requests, problems and changes.
• Solid understanding of ITIL principles and service management practices.

Responsibilities

• Coordinate managed service providers and ensure SLA commitments are met.
• Handle incidents, service requests, and changes while maintaining documentation and audit trails.

Skills

ITIL familiarity

Incident management

MS 365 administration

Azure/Entra ID

Networking concepts

Cloud concepts (AWS)

MSP coordination

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

Minimum 4 to 6 years of experience in infrastructure support, systems administration, IT operations or Level 2/3 technical support.

Technical Skills

• Strong experience using ITSM platforms such as Freshservice, ServiceNow, Jira Service Management or equivalent.
• Experience managing incidents, service requests, problem tickets, and change records.
• Good understanding of ITIL principles and service management practices.
• Proven ability to manage priorities, follow up actions, and meet SLA commitments. Technical Skills
• Microsoft 365 administration and support.
• Microsoft Teams administration and support.
• Entra ID / Azure AD / On-prem AD operational support.
• Exchange Online, SMTP and mail flow troubleshooting.
• Proofpoint Email Security or similar email security platforms.
• DNS, DHCP, and certificate management.
• Windows administration and general infrastructure support.
• Knowledge of working with remote sites and supporting rack equipment like UPS and network devices
• Awareness of networking concepts such as switches, access points, firewalls, WAN, Internet connectivity, and routing.

Infrastructure Support Analyst

• Awareness of AWS and cloud service concepts, with the ability to coordinate managed service providers rather than perform deep engineering.