We are looking for an Infrastructure Support Manager to manage and coordinate technical support for hardware-software systems related to video surveillance and traffic violation detection infrastructure. This role involves overseeing the handling of user requests, supervising service activities, and ensuring reliable and efficient support of existing systems.
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Responsibilities
- Receive and register support requests from users (e.g., operators, clients, maintenance staff).
- Process and categorize requests based on priority and issue type.
- Coordinate the resolution of incidents and service tasks with technical and service teams.
- Monitor performance and adherence to SLA requirements.
- Maintain documentation and reports related to incidents, problems, and service status.
- Communicate with third-party service providers for warranty and post-warranty support.
- Ensure continuous operation of existing infrastructure with minimal downtime.
- Comply with QHSE (Quality Health Safety and Environment), Business Continuity, Information Security, Privacy, Risk, Compliance Management, and Governance of Organizations policies, procedures, plans, and related risk assessments.
Requirements
- Understanding of hardware-software systems (e.g., cameras, servers, storage, communication networks).
- Experience working with service request management systems (Help Desk, Service Desk, ITSM).
- Ability to manage or support 24/7 technical operations when needed.
- Familiarity with support and maintenance regulations for IT and engineering systems.
- Bachelor’s degree in Information Technology, Engineering, Telecommunications, or a related field.
- Master’s degree is preferred.
- Knowledge of IT support and infrastructure maintenance standards.
- Proficiency in tools such as Excel, Jira, or similar ticketing systems.
Experience
- 7+ years of experience in technical support or infrastructure maintenance roles.
- Previous experience coordinating support teams or working with service vendors.
- Background in supporting video surveillance systems, traffic enforcement systems, or similar infrastructure is a plus.
Skills
- Strong organizational and incident management skills.
- Ability to work under pressure and prioritize effectively.
- Competency in maintaining technical documentation and reports.
- Excellent communication skills (verbal and written) across technical and non-technical stakeholders.
Work Conditions
This role is based in Astana, Kazakhstan.
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