XIT Infrastructure & Incident Specialist

Location:
Redmond/ WA, Local onsite; 24x7 rotational shifts (including weekends and on-call support) Local only

Shift Requirement

• 24x7 rotational shifts (including weekends and on-call support)

Role Overview

Responsible for 24x7 monitoring, incident management, and operational support of a large-scale hybrid infrastructure. The role ensures high availability, performance, and reliability across Production, DR, and Non-Production environments.

Key Responsibilities

Infrastructure Monitoring & Operations

• Monitor 1200+ servers (Windows/Linux), virtualization platforms (VMware, Nutanix), and web servers
• Oversee PB-scale storage systems (Quantum, Isilon, NAS, SAN)
• Monitor 1200+ network devices including switches, routers, firewalls, VPNs, WAPs, and ISP circuits
• Handle incidents and service requests related to infrastructure and tools
• Perform L1/L2 triage for alerts, incidents, and outages
• Ensure timely resolution and escalation as per SLAs
• Correlate alerts across tools to identify root causes

Application & Service Monitoring

• Track service health and dependencies (web, middleware, backend)

Capacity & Performance Management

• Monitor utilization trends across compute, storage, and network
• Identify bottlenecks and recommend optimizations

Change & Release Support

• Support deployments, patching, and maintenance
• Validate system health before and after changes

Disaster Recovery & Resilience

• Support DR readiness and failover validation
• Participate in DR drills

Reporting & Documentation

• Maintain dashboards, runbooks, and reports
• Provide daily/weekly health and SLA updates

Required Skills

Technical Skills

• Networking: TCP/IP, DNS, VPN, Firewalls, Load Balancers (F5)
• Monitoring tools:
  New Relic, Splunk, Nagios, Zabbix, Dynatrace, SCOM
• ITSM tools:
  Service Now (preferred)
• Backup tools:
  Rubrik

Operational Skills

• Strong incident management in 24x7 environments
• Troubleshooting and analytical skills
• Ability to correlate infra, network, and application issues
• Strong communication and coordination
• Ability to work under pressure
• Documentation and reporting skills

Preferred Qualifications

• ITIL Foundation Certification
• Experience in large enterprise or MSP environments
• Exposure to AWS/Azure (preferred)
• Process flows
• Knowledge transfer and mentoring
• Contribution to project deliverables
• Data conversion and maintenance
• Industry best practices and innovative solutions
• Technical configuration and development support