Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

The Advanced Operations Support Group is one of the main arteries of the K2 Managed Services Offering. Our combined teams provide 24x7x365 monitoring and operational support for all Total Care clients. The main objectives of the Advanced Operations team is to assist the NOC (Network Operations Center), Desktop Support and Help Desk with escalations that will result in swift resolutions before they become service impacting incidents. Our team is expected to make sure that all client infrastructure that includes but is not limited to servers, switches, firewalls, access points, UPS’s are online and operational 24x7. Various 1st, 2nd, 3rd shifts for weekdays and weekends available.

ROLES & RESPONSIBILITIES : KNOWLEDGE, SKILLS & ATTRIBUTES :

- Ability to work specific shift hours.
- The ability to prioritize and determine resolution can be completed efficiently.
- Critical thinking and quick decision making.
- Special Project work as required by the needs of our clients or other departments.
- Experience using ticketing, monitoring and remote management tools such as: ServiceNow, Logic Monitor, Tanium, NinjaOne and Auvik.
- Handle escalated support requests and incidents from Help Desk and NOC, providing technical guidance and expertise to resolve issues.
- Troubleshoot and resolve technical issues related to hardware, software, network, and other IT infrastructure components with familiarity with Network technology like Routers/ Switches/ Firewalls/ Load balancers/ Circuits
- Perform routine maintenance tasks, such as system updates, patch management, and backup checks and test restore.




- Assist with interdepartmental and clients with user account management, password resets, and access control changes.
- Proactively manage clients' IT systems to identify and resolve potential issues before they escalate into larger issues.
- Record all support activities in ServiceNow cases, including issues, resolutions, and client communications as well as documentation.
- Mentor and provide guidance to L1 & L2 engineers, helping them develop their technical skills and troubleshooting capabilities.
- Collaborate with shift leads, department managers and Senior Engineers to escalate complex issues and ensure timely resolution.
- Maintain a strong knowledge of industry best practices, emerging technologies, and trends in Advanced Operations.
- Provide exceptional customer service by effectively communicating with clients and managing their expectations.

QUALIFICATIONS : Education : A bachelor's degree in computer science, information technology, or a related field (preferred) with 3 to 5 years’ experience.

Experience :

- Proven experience in providing technical support and managing IT systems in an Advanced Operations environment.
- Proficiency in troubleshooting and problem-solving techniques.
- Excellent communication and customer service skills.
- Ability to work well in a fast-paced and dynamic environment.
- Ability to work alone and in a diverse geographically team environment.
- Knowledge of law vertical software, such as iManage,



NetDoc’s, Literia, PC Law, Pro Law, Juris, Hot Doc’s, Number Cruncher, Pro System Tax FX a plus. Ability to learn latest programs as needed.

Technical Skills :

- Strong Experience with Microsoft MFA (Multi Factor Authentication), DUO MFA or other MFA providers.
- Strong Experience with virtualization technologies and cloud computing that include Hyper-V, VMWare, Nutanix, Citrix, RDS and VDI (Virtual Desktop Interface).
- Strong Experience with operating systems (Windows 10 and 11, Server OS 2016, 2019 or 2022), network protocols, hardware (Arista, Nutanix, Juniper, Cisco, Cisco Meraki, Fortigate, HP or Dell), and software components.
- Solid Experience with Microsoft Office, Microsoft Office 365/Exchange Online tenant.

Certifications :

- Certification in one or more of the following: CompTIA A+, CompTIA Network+ or CompTIA Security+.
- Certification in one or more of the following: Microsoft Technology Associate (MTA) in IT Infrastructure (Windows Operating System, Windows Server Administration, Networking or Security Fundamentals).

Opensity Equal Employment Opportunity Statement

Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.

Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.

Opensity i

📌 Advanced Operations Engineer (Delhi)
🏢 Opensity Solutions
📍 Delhi