Infrastructure Operations Specialist

Mercer Advisors

22h•Hybrid

About The Position

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.

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.

Benefits

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