Job overview

A leading Germany-headquartered IT services organization is inviting applications from an experienced and service-oriented Senior IT Infrastructure Engineer to support, monitor, and maintain defined IT infrastructure systems in accordance with internal standards, project requirements, and customer needs.

The successful candidate will resolve complex infrastructure issues, coordinate incident handling, support customer projects, maintain technical documentation, evaluate relevant technologies, and mentor junior team members.

The position will report functionally to a Team Leader and administratively to a Location Manager.

Key Responsibilities

Infrastructure Support and Incident Management

- Support, monitor, and maintain IT infrastructure systems in accordance with internal and customer requirements.
- Handle technical incidents and service requests of basic, advanced, and high complexity.
- Resolve issues involving system failures, major incidents, ticket escalations, bug fixes, and infrastructure changes.
- Perform root-cause analysis and document identified problems and resolutions.
- Coordinate incident and ticket handling with internal support groups and relevant stakeholders.
- Update the knowledge base with recent incidents, solutions, and technical information.

System Monitoring and Technical Delivery

- Monitor infrastructure systems and investigate relevant technical issues.
- Analyse system performance and recommend corrective or preventive actions.
- Provide technical input for infrastructure and system architecture when required.
- Assist customers and users in the correct use and handling of infrastructure systems.
- Prepare and communicate system-related instructions, presentations, and knowledge-base articles.
- Lead assigned customer projects from a technical perspective and ensure compliance with agreed requirements.
- Communicate technical progress, risks, and challenges to project stakeholders.

Customer and Stakeholder Support

- Provide structured and service-oriented support to customers and internal users.
- Communicate clearly with colleagues,



customers, project teams, and technical stakeholders.
- Work with relevant teams to ensure effective incident resolution and project delivery.
- Maintain accurate documentation relating to customer systems, incidents, and technical solutions.
- Demonstrate a strong customer focus and an understanding of business priorities.

Team Development and Continuous Improvement

- Mentor junior colleagues and contribute to their technical onboarding.
- Share technical knowledge and role-specific expertise with team members.
- Provide input into team skills assessments and development requirements.
- Support the planning of training, courses, seminars, and other development activities.
- Evaluate relevant infrastructure technologies and provide input on their suitability.
- Identify and implement improvements that increase process efficiency, service quality, or system performance.
- Monitor team performance and recommend improvements or changes in the allocation of technical resources.
- Demonstrate a proactive, solution-oriented, and collaborative approach to work.

Required Qualifications and Experience

Education: Bachelors degree or equivalent qualification in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.

Experience: At least four to five years of professional experience in IT infrastructure or IT service environments, including customer-facing IT projects.

Language Skills: Business-proficient written and verbal English communication skills, at a minimum B2 level or equivalent.

Soft Skills: Strong analytical and structured problem-solving capabilities, effective communication skills, a service-oriented mindset,



and the ability to work independently and within virtual or geographically distributed teams.

Technical Skills and Competencies

- Infrastructure Support & Maintenance: Experience monitoring, supporting, maintaining, and troubleshooting IT infrastructure systems within defined system structures.
- Incident, Problem & Request Management: Experience handling technical incidents, service requests, and escalations of varying complexity while considering urgency and business impact.
- Root-Cause Analysis & Resolution: Ability to investigate technical issues, conduct root-cause analysis, resolve problems promptly, and document technical resolutions.
- IT Service Management: Familiarity with ticketing systems, incident-management processes, knowledge-base tools, service-level agreements, operational KPIs, and customer-specific performance measures.
- Major-Incident Coordination: Experience coordinating major incidents, complex customer escalations, and technical workstreams across internal and customer teams.
- Infrastructure Architecture & Documentation: Ability to interpret technical instructions, support infrastructure architecture activities, and prepare clear technical and operational documentation.
- Customer & User Support: Experience supporting customer-facing IT projects and providing effective technical assistance to customers and users.
- Project Coordination & Improvement: Experience coordinating customer projects, leading technical workstreams, and contributing to process, service, and performance improvements.
- Team Development: Experience mentoring junior infrastructure professionals and supporting technical onboarding and knowledge development.
- Certifications & Additional Experience (Preferred): Relevant infrastructure, ITIL, Microsoft, cloud, networking, or systems-administration certifications, along with experience working in an international IT services organization.

Apply Now

Interested candidates should submit an updated resume and complete the required application questions

📌 Senior IT Infrastructure Engineer (Kerala)
🏢 NM Nextmittelstand
📍 Kerala