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

SYNECHRONS DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity Equity and Inclusion (DEI) initiative Same Difference is committed to fostering an inclusive culture promoting equality diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger successful businesses as a global company. We encourage applicants from across diverse backgrounds race ethnicities religion age marital status gender sexual orientations or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements mentoring internal mobility learning and development programs and more.

All employment decisions at Synechron are based on business needs job requirements and individual qualifications without regard to the applicants gender gender identity sexual orientation race ethnicity disabled or veteran status or any other characteristic protected by law.

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