Job Summary

Synechron is seeking an Overnight Associate, Infrastructure & Operations to provide overnight monitoring and first-level technical support for a 24x7 hybrid IT environment.

The role will monitor and support Citrix Cloud, Azure, Azure Virtual Desktop (AVD), Windows infrastructure, VMware, MFT/FTP, Grafana, and Azure Monitor. The position will respond to alerts and incidents, perform routine health checks, follow established runbooks and standard operating procedures, and ensure effective handover to the day-shift team.

The role will contribute to business continuity, platform availability, operational stability, timely incident response, accurate documentation, and reliable service delivery across the hybrid IT environment.

Software Requirements

Required Software Skills

• Microsoft Azure: 2–3 years of experience administering and supporting Azure resources, including virtual machines, networking, identity and access, storage, monitoring, and operational troubleshooting.
• Windows Infrastructure: 2–3 years of experience administering and supporting Windows Servers and endpoints, Active Directory, Group Policy, patching, system health, security, and troubleshooting.
• VMware: 2–3 years of experience supporting and administering virtualized infrastructure, including virtual machines, resource utilization, capacity, performance, and availability.
• Citrix Cloud: Experience monitoring and providing first-level operational support for Citrix Cloud services.
• Azure Virtual Desktop (AVD): Experience monitoring and supporting AVD environments and related user-access issues.
• MFT/FTP: Experience monitoring managed file transfer and file transfer services, including basic troubleshooting of transfer failures.
• Grafana: 1–2 years of experience managing dashboards, alerts, logs, and performance monitoring.
• Azure Monitor: 1–2 years of experience using monitoring, alerting, logging, and performance-analysis capabilities.
• Ticketing and incident documentation: Ability to maintain accurate ticket records, incident updates, resolution details, and shift-handover information.
• Runbooks and SOPs: Ability to follow established operational procedures and execute documented troubleshooting steps.

Preferred Software Skills

• Linux: Basic knowledge of Linux administration and troubleshooting.
• PowerShell: Basic knowledge of PowerShell scripting and administrative automation.
• DevOps tools: Basic knowledge of DevOps tools and operational practices.
• Automation tools: Ability to identify opportunities to automate repetitive administrative tasks and improve monitoring and alerting.
• Documentation tools: Experience maintaining technical documentation, operational procedures, and knowledge articles.

Version and Experience Guidance

• Specific software versions are not mandated in the requirements.
• Candidates should have experience with current, production-supported versions of Azure, Windows Server, VMware, Citrix Cloud, AVD, Grafana, Azure Monitor, and related tools.
• Candidates should be able to follow approved upgrade, patching, monitoring, security, and operational procedures.
• The role requires 4–7 years of relevant IT infrastructure experience, including the platform-specific experience described above.

Overall Responsibilities

• Provide overnight monitoring and first-level technical support for a 24x7 hybrid IT environment.
• Monitor Citrix Cloud, Azure, AVD, Windows, VMware, MFT/FTP, Grafana, and Azure Monitor platforms.
• Respond to system alerts, infrastructure events, service requests, and incidents within defined operational procedures.
• Perform basic troubleshooting, routine health checks, and initial impact assessment.
• Administer and support Azure resources, including virtual machines, networking, identity and access, storage, monitoring, and operational services.
• Support Windows Servers and endpoints, Active Directory, Group Policy, patching, system health, security, and troubleshooting activities.
• Monitor and support VMware virtual machines, resource utilization, capacity, performance, and availability.
• Monitor dashboards, alerts, logs, and performance indicators using Grafana, Azure Monitor, and related tools.
• Support MFT/FTP activities and investigate basic file-transfer issues.
• Follow established runbooks, standard operating procedures, escalation paths, and security requirements.
• Escalate complex or unresolved issues to the appropriate internal teams or vendors.
• Maintain accurate ticket documentation, including investigation steps, actions taken, current status, and resolution details.
• Prepare a clear and complete handover for the day-shift team.
• Identify opportunities to automate repetitive administrative tasks, improve alert quality, standardize operational processes, and enhance platform reliability.
• Maintain technical documentation, operational procedures, and knowledge articles.
• Contribute to service availability, incident response quality, operational consistency, and efficient use of infrastructure resources.

Technical Skills (By Category)

Programming Languages

Essential

• Ability to interpret operational scripts, configuration files, commands, and monitoring outputs.
• Ability to follow documented technical procedures and execute approved troubleshooting steps.
• Basic scripting awareness for infrastructure support and administrative activities.

Preferred

• Basic PowerShell knowledge for Windows administration, health checks, reporting, and task automation.
• Basic Linux shell scripting knowledge.
• Familiarity with scripting repetitive administrative and monitoring tasks.

Databases/Data Management

Essential

• Understanding of operational data, system logs, alerts, metrics, tickets, and incident records.
• Ability to analyze logs and monitoring data to identify service conditions and potential issues.
• Ability to maintain accurate, complete, and traceable ticket and handover information.
• Understanding of data-handling requirements for operational records and system information.

Preferred

• Exposure to log aggregation, search, and retention practices.
• Familiarity with structured operational reporting and service-performance data.
• Experience improving the organization and usability of monitoring and support information.

Cloud Technologies

Essential

• 2–3 years of experience administering and supporting Microsoft Azure resources.
• Experience supporting Azure virtual machines, networking, identity and access, storage, monitoring, and operational troubleshooting.
• Experience monitoring and supporting Citrix Cloud and Azure Virtual Desktop environments.
• Understanding of cloud availability, access management, performance, monitoring, and operational support.

Preferred

• Basic knowledge of Linux in cloud environments.
• Exposure to cloud automation and DevOps tools.
• Familiarity with cloud resource optimization, capacity monitoring, and efficient infrastructure operations.
• Awareness of sustainable infrastructure practices, including appropriate resource utilization and reduction of unnecessary processing.

Frameworks and Libraries

Essential

• Citrix Cloud monitoring and support capabilities.
• Azure Virtual Desktop operational support capabilities.
• VMware virtual infrastructure administration and monitoring tools.
• Grafana dashboards, alerting, and visualization capabilities.
• Azure Monitor logging, metrics, alerting, and performance-monitoring capabilities.
• MFT/FTP monitoring and operational support tools.
• Windows Server, Active Directory, and Group Policy administration tools.

Preferred

• PowerShell modules used for Windows and Azure administration.
• Linux utilities used for monitoring and troubleshooting.
• DevOps tools that support operational automation and deployment activities.
• Tools for centralized logging, alert correlation, and automated notification.

Development Tools and Methodologies

Essential

• Experience providing first-level infrastructure monitoring and technical support.
• Experience responding to alerts, incidents, service requests, and operational events.
• Ability to follow runbooks, standard operating procedures, escalation procedures, and shift-handover processes.
• Experience maintaining accurate tickets and documenting investigation and resolution activities.
• Understanding of incident management, basic problem analysis, escalation, and operational communication.
• Ability to perform routine health checks and identify potential service-impacting conditions.
• Ability to support a 24x7 operational model and coordinate effectively with day-shift teams.

Preferred

• Experience identifying automation opportunities for repetitive administrative tasks.
• Familiarity with process standardization, monitoring improvement, and alert-quality enhancement.
• Experience maintaining knowledge articles, technical procedures, and operational documentation.
• Basic knowledge of DevOps tools and practices.
• Exposure to IT service management processes and structured operational reporting.

Security Protocols

Essential

• Understanding of infrastructure and operational security requirements.
• Experience supporting Active Directory, identity and access management, and Group Policy controls.
• Ability to follow approved access, authentication, authorization, patching, and endpoint-security procedures.
• Understanding of secure handling of system information, tickets, logs, credentials, and operational documentation.
• Ability to identify and escalate suspicious activity, unauthorized access, security alerts, and policy deviations.
• Ability to follow organizational security, compliance, and change-management standards.

Preferred

• Basic knowledge of security monitoring and alert investigation.
• Familiarity with endpoint security, vulnerability remediation, and patch compliance.
• Experience supporting audit evidence, access reviews, and security-related operational documentation.
• Understanding of least-privilege access and secure administrative practices.

Experience Requirements

• Overall experience: 4–7 years of relevant IT infrastructure experience.
• Microsoft Azure experience: 2–3 years administering and supporting Azure resources, including virtual machines, networking, identity and access, storage, monitoring, and operational troubleshooting.
• Windows Infrastructure experience: 2–3 years administering and supporting Windows Servers and endpoints, Active Directory, Group Policy, patching, system health, security, and troubleshooting.
• VMware experience: 2–3 years supporting and administering virtualized infrastructure, including virtual machines, resource utilization, capacity, performance, and availability.
• Observability and monitoring experience: 1–2 years using Grafana, Azure Monitor, and related monitoring tools for dashboard management, alerting, log analysis, performance monitoring, and proactive issue identification.
• Operational experience: Experience providing overnight monitoring, first-level technical support, basic troubleshooting, routine health checks, escalation, ticket documentation, and shift handover.
• Preferred experience: Basic knowledge of Linux, PowerShell, DevOps tools, automation, monitoring improvement, and operational process standardization.
• Industry preference: Experience supporting 24x7 hybrid IT environments, enterprise infrastructure, business-critical platforms, or regulated operational environments is preferred.
• Alternative experience pathways: Equivalent combinations of relevant infrastructure experience, technical training, operational support delivery, certifications, or demonstrated hands-on platform capability may be considered.
• Outcome evidence: Candidates should demonstrate contributions to improved alert response, platform availability, accurate incident handling, clear shift handovers, reduced repetitive work, or enhanced operational reliability.

Day-to-Day Activities

• Monitor overnight alerts, dashboards, logs, and platform health across Citrix Cloud, Azure, AVD, Windows, VMware, MFT/FTP, Grafana, and Azure Monitor.
• Respond to incidents, perform basic troubleshooting and routine health checks, follow runbooks and SOPs, and escalate complex issues to internal teams or vendors.
• Maintain accurate tickets, incident updates, technical documentation, knowledge articles, and clear handover information for the day-shift team.
• Make decisions within established procedures regarding initial troubleshooting and escalation, while identifying risks related to availability, security, performance, and service continuity.

Qualifications

• Bachelor’s degree or diploma in Computer Science, Information Technology, Engineering, or a related field; equivalent relevant experience may be considered.
• 4–7 years of relevant IT infrastructure experience, including hands-on support for Azure, Windows infrastructure, VMware, and observability tools.
• Demonstrated experience with Azure, Windows Servers, Active Directory, Group Policy, VMware, Grafana, Azure Monitor, Citrix Cloud, AVD, and MFT/FTP monitoring or support.
• Basic knowledge of Linux, PowerShell, and DevOps tools is preferred; Microsoft Azure Fundamentals (AZ-900), ITIL Foundation, or equivalent entry-level certification is an advantage.
• Commitment to continuous professional development through technical training, operational knowledge sharing, platform learning, security awareness, and monitoring practices.

Professional Competencies

• Applies structured problem-solving to assess alerts, analyze logs, perform basic troubleshooting, identify service impact, and determine appropriate escalation paths.
• Works effectively with overnight operations teams, day-shift teams, infrastructure specialists, vendors, and other stakeholders to support service continuity.
• Communicates incident status, troubleshooting actions, unresolved risks, priorities, and shift-handover information clearly and accurately.
• Adapts to changing infrastructure platforms, monitoring tools, operational procedures, incident priorities, and technology requirements through continuous learning.
• Identifies practical opportunities to improve automation, alert quality, monitoring coverage, documentation, process consistency, platform reliability, and resource efficiency.
• Manages time and priorities effectively during overnight operations, balancing alert response, incident handling, health checks, documentation, escalation, and handover responsibilities.

S​YNECHRON’S 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 applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

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