Infrastructure Operations Specialist
Role details
Job location
Tech stack
Job description
The Infrastructure Operations Specialist is responsible for the day-to-day operational reliability of the firm's technology infrastructure through continuous monitoring, incident response, and structured escalation. This role serves as a first and second line of defense for infrastructure- and security-related alerts, executes documented response playbooks, and ensures consistent operational and audit evidence.
The position is intentionally scoped to focus on monitoring, response, and coordination, while platform ownership, configuration, and engineering responsibilities remain with Systems Administrators and Infrastructure Engineers. Two positions will be established, with one on each coast, to extend business-hours coverage in a cost-effective manner., Infrastructure Monitoring & Incident Response
- Continuously monitor infrastructure, cloud platforms, identity systems, networking, and security tooling using centralized monitoring and alerting solutions.
- Triage alerts, validate impact, and execute documented runbooks and response plans.
- Act as first and second line of defense for infrastructure and security alerts, escalating issues based on defined thresholds and procedures.
- Coordinate incident response activities and ensure appropriate handoff to Systems Administrators or Engineering teams.
Service Desk Escalation & Operational Support
- Serve as second-line escalation point for the Service Desk on infrastructure-related issues.
- Validate issues, gather diagnostics, and ensure accurate prioritization before escalating.
- Provide operational support during business-impacting events to reduce time to resolution.
Reliability & Continuous Improvement
- Contribute to reducing mean time to detect (MTTD) and mean time to respond (MTTR) through disciplined monitoring and response practices.
- Identify recurring incidents or alert noise and recommend improvements to thresholds, runbooks, and escalation processes.
- Participate in post-incident reviews and corrective action tracking.
Security, Compliance & Audit Support
- Monitor infrastructure and security signals and initiate predefined response actions.
- Ensure incidents, alerts, and escalations are accurately documented.
- Produce consistent evidence of monitoring, response, and escalation to support SOC, audit, and regulatory requirements.
- Follow established change and incident management processes.
Scope & Boundaries (Intentional)
This role does not own infrastructure platforms or perform independent configuration changes. Responsibilities are focused on operations and response, with build, administration, and architecture retained by Systems Administrators and Engineering teams.
Requirements
- 2-4 years of experience in IT operations, infrastructure support, NOC, service desk escalation, or similar roles.
- Strong understanding of enterprise IT environments, including cloud platforms, identity systems, networking, and endpoint fundamentals.
- Experience working with monitoring, alerting, and incident management tools.
- Familiarity with structured escalation processes and operational runbooks.
- Strong documentation, troubleshooting, and communication skills.
- Working knowledge of ITIL-based service management concepts.
- Security-first mindset with an understanding of operational risk and compliance considerations.
Preferred Qualifications
- Experience supporting cloud environments (Azure and/or AWS).
- Exposure to infrastructure security tooling and incident response workflows.
- Experience working in regulated or audit-driven environments.
Benefits & conditions
This professional role requires availability during standard business hours of Monday through Friday from 8AM to 5PM. At times, the role may have early or late hours to meet business tasks and deadlines for external and internal client needs.
All roles classified as a non-exempt are required to record working time into the timekeeping system daily at the start and end of each workday plus a 30-minute unpaid lunch period., This position may be in a professional office environment or a dedicated home office workspace which is free of interruptions. Whether position is in a dedicated office space or home office workspace, basic technology needs will be provided to satisfy position requirements. Routinely sitting and standing for periods of time. No heavy lifting over 10 lbs., Actual base pay within this range will be based on a variety of factors, including but not limited to the applicant's geographic location, relevant experience, education, skills and licenses/certifications. This position is also eligible to earn incentive compensation through one of Mercer Advisors' incentive compensation programs. Base Pay Range $44-$50 USD, Mercer Advisors offers a competitive and robust benefit package to our employees. Our benefit programs are focused on meeting all of our employees and their eligible dependents health and welfare needs. We offer the following:
- Company Paid Basic Life & AD&D Insurance
- Company Paid Short-Term and Long-Term Disability Insurance
- Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
- Three Cigna medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
- Kaiser Medical plans available in California
- Health Savings Account (HSA) with company contributions if enrolled in either HDHP medical plan.
- Two comprehensive Dental Plans
- Vision Insurance Plan
- Dependent Care Savings Account for child and dependent care.
- 14 Company Paid Holidays including a full week off at Thanksgiving.
- Generous paid time off program for vacation and sick days
- Employee Assistance Plan
- Family Medical Leave
- Paid Parental Leave (8 weeks)
- Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (8 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
- Adoption Assistance Reimbursement Program
- Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life's challenges and more.
- 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match as well as an after-tax option
- Pet Insurance
- Personalized financial planning and guidance from Mercer Advisors professionals, offered at preferred employee pricing
