Support Engineer - Cloud, Security & Incident Management
- Synechron
- 8 - 13 years
- Pune
- 4 days ago
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Job Description
Support Engineer - Cloud, Security & Incident Management in Enterprise IT
Job Summary
Synechron is seeking a highly experienced Lead Support Engineer to oversee the day-to-day IT operations, support activities, and incident resolution across enterprise IT infrastructure. This role involves managing complex systems involving servers, networks, cloud environments, and security protocols to ensure high availability, performance, and compliance. Your leadership will drive operational excellence, foster continuous improvement, and guide the support team to deliver reliable IT services that support business growth and regulatory standards.
Software Requirements
Required:
- Extensive experience with ITIL best practices , incident and problem management (8+ years)
- Proven ability to support cloud environments (AWS, Azure, or GCP), including cloud security and virtualization support
- Strong knowledge of network and server management , including Windows and Linux /Unix systems
- Experience managing datacenter operations , storage , and disaster recovery procedures
- Familiarity with Monitoring & Observability tools such as Nagios, Zabbix, SolarWinds, or similar
- Knowledge of security protocols : encryption, firewalls, VPNs, and access controls (ISO 27001, GDPR, PCI DSS compliance)
Preferred:
- Certifications such as ITIL , CCNP , MCSE , or AWS Certified Solutions Architect
- Experience with DevOps tools supporting automation and infrastructure as code (Terraform, Ansible)
Overall Responsibilities
- Lead and oversee daily IT support operations across infrastructure systems, applications, networks, and cloud services
- Monitor system health, performance metrics, and security controls to ensure high availability and compliance
- Respond to and resolve high-priority incidents, minimizing system downtime and impact
- Support infrastructure-related projects including upgrades, patches, and cloud migrations
- Define, implement, and continuously improve IT support processes, policies, and security controls
- Collaborate with cross-functional teams and vendors to resolve complex technical issues and ensure operational stability
- Conduct regular performance reviews, capacity planning, and disaster recovery testing
- Lead incident and root cause analysis, ensuring timely follow-up and resolution
- Mentor support teams, support staff development, and promote best practices in support and security
Technical Skills (By Category)
Infrastructure & Support Tools (Essential):
- Strong knowledge of Windows and Linux/Unix server management
- Cloud platforms: AWS , Azure , or GCP support (preferred)
- Monitoring & observability: Nagios , Zabbix , SolarWinds or similar tools
- Network security: firewalls, VPNs, encryption standards, access controls
Support & Automation:
- Infrastructure as Code: Terraform , Ansible (preferred)
- Automation scripts: Python , Shell scripting
- Incident and problem management best practices (ITIL framework)
Security & Compliance:
- Security protocols, audit logs, and regulatory compliance controls supporting GDPR, PCI DSS, or ISO standards
Experience Requirements
- 8+ years managing enterprise IT infrastructure, support, and security operations
- Proven experience supporting cloud deployments, data centers, and large-scale systems
- Demonstrable success managing incidents, outages, and change management in regulated environments
- Past leadership experience guiding support teams and driving process improvements
- Exposure to DevOps, automation, and infrastructure as code is an advantage
Day-to-Day Activities
- Monitor infrastructure systems, identify issues, and respond to incidents promptly to minimize downtime
- Support system upgrades, cloud migration, and capacity planning activities
- Lead root cause analysis and follow-up on recurring issues to improve stability
- Automate routine operational tasks through scripting and infrastructure as code
- Conduct system health checks, performance tuning, and security audits
- Collaborate with application teams, network teams, and vendors to resolve complex issues
- Maintain documentation related to systems, configurations, and security policies
- Lead incident management and escalation processes supporting high availability and security
- Mentor and develop support team skills, fostering adherence to best practices and standards
Qualifications
- Bachelors or Masters degree in Computer Science, Information Technology, or related field
- 8+ years supporting enterprise infrastructure, cloud, and security operations in regulated industries
- Certifications such as ITIL , CCNP , MCSE , or AWS certifications preferred
- Demonstrated experience supporting hybrid cloud and data center environments supporting critical business functions
Professional Competencies
- Strong analytical and troubleshooting skills for rapid issue resolution
- Excellent stakeholder management and communication skills
- Leadership qualities to manage teams and enforce best practices
- Capacity for strategic planning, capacity management, and disaster recovery testing
- Focus on operational resilience, security, and compliance standards
- Adaptability to changing technology landscapes and evolving security threats
- Proactive approach to process improvement and automation initiatives
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: SynechronLocation(s): Pune+ View Contact
Keyskills: incident management python cloud security issue resolution nagios cloud migration firewalls ansible cloud hybrid cloud gcp compliance devops linux shell scripting terraform aws infrastructure as code enterprise it azure
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Synechron
Headquartered in New York and with 18 offices around the world, Synechron is helping global financial services and insurance companies embrace the most cutting-edge innovations to evolve their businesses. Synechron uniquely delivers these firms an end-to-end Digital, Consulting and Technology capabi...
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