Infrastructure Operations Leadership
o Lead daily infrastructure operations across network, server, security, backup, virtualization, and endpoint environments.
o Monitor the overall health, stability, performance, and support readiness of core infrastructure services.
Helpdesk Escalation and User Support
o Act as the primary escalation point for issues not resolved at the helpdesk level.
o Establish support standards, escalation paths, and documentation discipline for end-user support activities.
System Monitoring and Troubleshooting
o Support and maintain firewalls, switches, wireless, servers, storage, backup systems, Microsoft 365, Active Directory, and related infrastructure platforms.
o Participate directly in troubleshooting, configuration, implementation, and recovery work when hands-on intervention is required.
o Provide after-hours or emergency leadership support when significant incidents or urgent infrastructure work require it.
Vendor and Outsourcing Management
o Coordinate and manage external infrastructure vendors, MSPs, and project partners.
o Follow up on service quality, project progress, issue resolution, and technical deliverables.
Infrastructure Project Lead
o Plan and execute infrastructure upgrades, replacements, maintenance activities, and operational improvement projects.
o Prepare implementation approach, risk review, rollback planning, business communication, and execution follow-up for infrastructure changes.
System Installation and Configuration
o Support installation and configuration of servers, network devices, endpoint tools, and related infrastructure components.
o Maintain and improve identity, access, device, and collaboration platforms such as Active Directory, Entra ID / Azure AD, Microsoft 365, and endpoint administration tools.
Backup and Recovery
o Support patching, backup operations, and disaster recovery readiness to reduce operational and business risk.
Security Management
o Support access control, security control execution, and infrastructure security governance in coordination with internal and external stakeholders.
Documentation and Reporting
o Maintain infrastructure documentation, diagrams, asset records, support procedures, and operational status reporting for management review.
Cross-Functional Support
o Work closely with the IT systems / planning function to support business applications, plant operations, and cross-functional business requirements.
