Infrastructure Performance Consultant – InterAction
Core Responsibilities 1. Performance Troubleshooting & Root Cause Analysis
- Engage directly with customers experiencing performance issues.
- Conduct diagnostics across:
- Application servers
- Databases
- Network configurations
- Authentication systems
- Reverse proxies
- Web Application Firewalls (WAFs)
- API gateways
- Load balancers
- Partner with Support teams to analyze logs, telemetry, and infrastructure behavior.
- Distinguish product defects from infrastructure-related issues.
- Deliver root cause analysis (RCA) reports and recommend performance improvements.
2. Infrastructure & Architecture Advisory
- Advise customers on InterAction deployments in:
- Microsoft Azure and hybrid environments
- Reverse proxy and WAF-protected environments
- High-availability architectures
- Provide guidance on:
- Capacity planning
- Scalability strategies
- Authentication architecture
- API routing and wildcard configurations
- Network latency optimization
- Ensure recommendations align with LexisNexis support standards and architectural best practices.
3. Development of Proactive Consulting Services
- Identify recurring infrastructure-related performance problems.
- Design and standardize consulting offerings such as:
- Infrastructure Health Checks
- Pre-Go-Live Architecture Reviews
- Performance Optimization Assessments
- Infrastructure Readiness Reviews
- Develop assessment frameworks, service deliverables, and engagement models.
- Help define the future Professional Services consulting practice.
4. Cross-Functional Collaboration
Work closely with:
- Professional Services Consultants
- Project Managers
- Product Engineering
- Technical Support
- Customer Success
Key objectives:
- Ensure smooth transitions between support and consulting engagements.
- Identify implementation risks early.
- Align product design with real-world deployment environments.
5. Documentation & Knowledge Sharing
- Create infrastructure performance best-practice guides.
- Develop troubleshooting playbooks for Support teams.
- Document validated deployment and configuration patterns.
- Provide feedback to Product teams for roadmap improvements.
- Deliver internal training on infrastructure performance risks.
6. Strategic Business Impact
- Reduce resolution times for complex performance incidents.
- Increase customer confidence and product adoption.
- Reduce escalations incorrectly attributed to product defects.
- Improve deployment stability and scalability.
- Protect InterAction's reputation through high-quality technical advisory services.
Required Qualifications Technical Expertise
Strong experience with:
- Microsoft Azure (IaaS and PaaS)
- Reverse proxies and authentication flows
- WAF configuration and performance impacts
- Load balancing technologies
- Networking fundamentals (DNS, CIDR, routing, TLS)
- IIS/Web servers
- SQL Server performance fundamentals
Ability to diagnose issues across:
- Application layer
- Infrastructure layer
- Network layer
Professional Experience
- 7+ years in one or more of:
- Infrastructure Architecture
- Enterprise Systems Engineering
- Performance Engineering
- Technical Consulting
- L3/L4 Escalation Support
- Experience working with enterprise IT organizations.
- Experience presenting root cause analyses and remediation plans to customers.
Consulting & Communication Skills
- Strong analytical and structured problem-solving skills.
- Ability to explain complex technical issues to both technical and business audiences.
- Strong documentation and reporting skills.
- Ability to translate technical recommendations into business outcomes.
- Skilled at setting expectations and boundaries diplomatically.
Success Metrics
Success will be measured by:
- Reduction in infrastructure-related escalations.
- Higher customer satisfaction in complex performance cases.
- Increased product adoption after engagements.
- Reduced engineering effort spent on non-product issues.
- Creation of 2–3 standardized proactive consulting offerings.
- Delivery of a compelling business case for a permanent full-time role.
Initial Part-Time Scope
During the pilot phase, the consultant will:
- Handle high-priority performance escalations.
- Identify recurring infrastructure failure patterns.
- Develop assessment templates and methodologies.
- Measure customer demand for infrastructure consulting.
- Build a proposal for a dedicated full-time Professional Services function.
Future Full-Time Expansion
The permanent role would:
- Sit within Professional Services.
- Deliver structured, billable consulting engagements.
- Provide global infrastructure performance advisory services.
- Offer packaged services such as Health Checks, Architecture Reviews, and Optimization Assessments.
- Serve as the primary subject matter expert (SME) for infrastructure-related performance concerns.
Why the Role Matters
As InterAction is increasingly deployed within complex enterprise environments, performance issues often stem from:
- Infrastructure misconfigurations
- Insufficient scaling
- Incorrect API routing
- Restrictive WAF policies
- Load-balancing inconsistencies
- Authentication bottlenecks
Without a dedicated infrastructure performance consulting capability:
- Product reputation can suffer.
- Support teams receive misdirected escalations.
- Engineering resources are diverted from product development.
- Customer adoption and value realization decline.
This role addresses those challenges by ensuring customers deploy and operate InterAction in a stable, scalable, and high-performing manner while establishing a strategic consulting service that drives long-term customer success.
Location: Eastwood QC, Manila. Once a month RTO
