Platform Support Engineer
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Key details
- Location
- Monterrey, Mexico
- Work style
- Onsite
- Level
- Mid level
- Job type
- Full-time
- Experience
- 3–6 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 3w ago
Skills
About the role
Role Summary
We are looking for a Platform Operations Engineer (L2), to provide operational support for enterprise infrastructure services, ensuring the availability, stability, and performance of cloud and on-premises platforms.
The role is responsible for incident resolution, service request fulfilment, infrastructure monitoring, operational maintenance, and execution of standard changes across enterprise infrastructure. The engineer will work closely with Platform Engineering (L3), vendors, and service owners to ensure reliable and efficient IT operations.
Key Responsibilities
- Provide Level 2 operational support for enterprise infrastructure platforms.
- Monitor infrastructure health and respond proactively to alerts and incidents.
- Troubleshoot and resolve infrastructure-related incidents within agreed SLAs.
- Execute standard operational activities and scheduled maintenance.
- Perform routine system health checks and operational validations.
- Support server patching, backup monitoring, and recovery validation.
- Perform basic virtual machine provisioning, decommissioning, and resource management.
- Coordinate with vendors and internal support teams for issue resolution.
- Escalate complex technical issues to L3 teams with appropriate diagnostics and documentation.
- Participate in Major Incident and Problem Management activities.
- Maintain operational documentation, knowledge articles, and runbooks.
Required Technical Skills
Candidate should possess L2 level administrative knowledge on the any of the 5 core skills mentioned below
Azure IaaS, OCI IaaS, File services,VMware, Windows operating system, Oracle Linux, Citrix, AVD, Backup services, Monitoring, Patching, MS-SQL, Oracle DBA, Data Center management
IT Service Management
- ServiceNow (or equivalent ITSM platform)
- Incident Management
- Change Management
- Service Request Fulfilment
Experience & Qualifications
- 3–6 years of experience in Infrastructure Operations or Platform Support.
- Experience supporting enterprise Windows Server environments.
- Experience supporting VMware infrastructure.
- Exposure to Azure or Oracle Cloud Infrastructure environments.
- Good understanding of ITIL processes and operational support practices.
Soft Skills
- Strong analytical and troubleshooting skills.
- Excellent communication and documentation skills.
- Ability to prioritize multiple incidents in a fast-paced environment.
- Customer-focused with a strong service mindset.
- Ability to work independently as well as collaboratively within global teams.
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