01Overview
L1.5 Infrastructure Engineers are the operational depth of the Infrastructure Operations team these are the people who actually fix things. Five engineers across rotating 247 shifts handle escalated tickets from L1, work on Dynatrace problem tickets requiring real diagnosis, manage Azure infrastructure changes, troubleshoot AD replication and identity issues, and drive root-cause investigations. They are senior enough to make production changes under standard change procedures, but escalate architectural decisions to Client engineering.
KEY RESPONSIBILITIES
- Handle escalated tickets from L1 across Azure infrastructure, Windows Server, Active Directory, and networking.
- Investigate Dynatrace problem tickets read traces, query logs in Azure Log Analytics, correlate with infrastructure metrics.
- Execute standard changes in Azure: VM resize, storage tier change, NSG rule update, scaling operations under approved change procedures.
- Diagnose and resolve Active Directory issues: replication failures, GPO conflicts, trust relationship issues, Kerberos authentication problems.
- Manage Azure networking: ExpressRoute connectivity, VNet peering, Azure Firewall rules, route table updates.
- Investigate and resolve backup and disaster recovery issues: Azure Backup failures, Site Recovery replication issues, restore tests.
- Lead P2 incident resolution end-to-end; participate as a subject matter expert on P1 bridges led by the Service Delivery Lead.
- Maintain and improve runbooks every recurring issue triggers a runbook update; every new issue type triggers a new runbook draft.
- Coach L1 team members during shift overlap; review L1 ticket handling and provide feedback.
- Contribute to post-mortems for all P1 incidents in the Infrastructure domain.
- Identify candidates for automation: repetitive manual tasks documented for the AI/Automation Lead.
REQUIRED SKILLS & EXPERIENCE
- 47 years in cloud infrastructure engineering, systems administration, or network operations.
- Azure Administrator (AZ-104) certification required.
- Hands-on Azure operational expertise: VMs, Storage, Networking, Backup, Site Recovery, Log Analytics, Azure Monitor.
- Strong Windows Server administration including Active Directory, Group Policy, DNS, DHCP.
- Solid networking skills: subnetting, routing, firewall rules, VPN troubleshooting, packet capture analysis.
- Hands-on Dynatrace or equivalent APM/observability tool able to read traces, build queries, investigate root cause.
- ServiceNow operational fluency: incident, problem, change records; CMDB awareness.
- PowerShell scripting at intermediate level able to write recovery scripts and admin automation.
- Comfortable working rotating shifts including nights and weekends in a 247 environment.
- Strong English communication for technical write-ups, RCA documents, and bridge calls with US-based engineers.
PREFERRED / NICE TO HAVE
- Azure Solutions Architect Associate (AZ-305) or working toward it.
- Linux administration exposure (Azure runs both).
- Experience with Infrastructure-as-Code: Terraform, Bicep, or ARM templates.
- Familiarity with hybrid AD scenarios (AD Connect, Entra ID, Conditional Access).
- ITIL v4 Foundation certification.
- Prior experience supporting a US retail or fuel/convenience client.
SOFT SKILLS & BEHAVIORS
- Diagnostic mindset root cause matters, not just restoring service.
- Robust writing RCA documents and runbook updates require clarity.
- Ownership sees a ticket through to closure, not just to handoff.
- Collaboration works well with L1 (mentoring) and L2/architects (escalation).
- Calm under pressure production-down incidents require steady judgment.
Honest reporter admits 'I don't know yet' rather than guessing in front of the client
If Interested Kindly Share your resume at Muskan.shukla@nlbtech.com .
