Infrastructure Operations Specialist

The Infrastructure Operations Specialist is responsible for the day‑to‑day operational reliability of the firm’s technology infrastructure through continuous monitoring, incident response, and structured escalation. This role serves as a first and second line of defense for infrastructure‑ and security‑related alerts, executes documented response playbooks, and ensures consistent operational and audit evidence.

• Continuously monitor infrastructure, cloud platforms, identity systems, networking, and security tooling using centralized monitoring and alerting solutions.
• Triage alerts, validate impact, and execute documented runbooks and response plans.
• Act as first and second line of defense for infrastructure and security alerts, escalating issues based on defined thresholds and procedures.
• Coordinate incident response activities and ensure appropriate handoff to Systems Administrators or Engineering teams.

• Serve as second‑line escalation point for the Service Desk on infrastructure‑related issues.
• Validate issues, gather diagnostics, and ensure accurate prioritization before escalating.
• Provide operational support during business‑impacting events to reduce time to resolution.

• Contribute to reducing mean time to detect (MTTD) and mean time to respond (MTTR) through disciplined monitoring and response practices.
• Identify recurring incidents or alert noise and recommend improvements to thresholds, runbooks, and escalation processes.
• Participate in post‑incident reviews and corrective action tracking.

• Monitor infrastructure and security signals and initiate predefined response actions.
• Ensure incidents, alerts, and escalations are accurately documented.
• Produce consistent evidence of monitoring, response, and escalation to support SOC, audit, and regulatory requirements.
• Follow established change and incident management processes.

• 2–4 years of experience in IT operations, infrastructure support, NOC, service desk escalation, or similar roles.
• Strong understanding of enterprise IT environments, including cloud platforms, identity systems, networking, and endpoint fundamentals.
• Experience working with monitoring, alerting, and incident management tools.
• Familiarity with structured escalation processes and operational runbooks.
• Strong documentation, troubleshooting, and communication skills.
• Working knowledge of ITIL‑based service management concepts.
• Security‑first mindset with an understanding of operational risk and compliance considerations.

• Experience supporting cloud environments (Azure and/or AWS).
• Exposure to infrastructure security tooling and incident response workflows.
• Experience working in regulated or audit‑driven environments.

This professional role requires availability during standard business hours of Monday through Friday from 8 AM to 5 PM. At times, the role may have early or late hours to meet business tasks and deadlines for external and internal client needs.

This position may be in a professional office environment or a dedicated home office workspace which is free of interruptions. Whether the position is in a dedicated office space or home office workspace, basic technology needs will be provided to satisfy position requirements. Routinely sitting and standing for periods of time. No heavy lifting over 10 lbs.

Mercer Advisors is an equal opportunity employer and does not discriminate on the basis of any characteristic protected by applicable federal, state, or local law. Mercer Advisors participates in E‑Verify and complies with federal employment eligibility verification requirements. We are not accepting unsolicited resumes from agencies or search firms for this job posting.