L3 Server Engineer – Major Incident Management

1 week ago

Visakhapatnam, India Nextbridge IT Solutions Full time

Role Overview


We are seeking an experienced L3 Infrastructure Engineer to join our IT Operations team with a focus on Major Incident Management (MIM), incident request management, and rapid response for Priority-1 (P1) incidents. This role requires deep technical expertise in server, network, and virtualization technologies, strong troubleshooting skills, and the ability to lead incident resolution under pressure. The ideal candidate thrives in high-stakes environments, ensuring service restoration and business continuity for critical systems.


Key Responsibilities

  • Act as primary L3 escalation point for server-related Major Incidents (MIM) and P1 incidents
  • Lead technical bridge calls/war rooms, coordinating with L2 support, vendors, and cross-functional teams
  • Perform advanced troubleshooting across Windows, Linux, and virtualization platforms (VMware, etc.)
  • Manage recovery of critical infrastructure services
  • Ensure root cause analysis (RCA) and detailed post-incident reports are delivered
  • Partner with Problem Management to identify proactive measures and prevent recurrence
  • Follow ITIL standards for Incident, Problem, and Change Management
  • Provide knowledge transfer and guidance to L1/L2 support teams


Qualifications

  • 5–8 years of experience in server administration and incident response
  • Strong background in Windows Server (2016/2019/2022) and Linux (RHEL, Ubuntu, CentOS)
  • Expertise with VMware ESXi / vSphere, networking fundamentals, and enterprise server infrastructures
  • Solid understanding of networking fundamentals, storage systems, and backup/recovery tools
  • Experience with monitoring platforms
  • Familiarity with ServiceNow or other ITSM tools for incident tracking and escalation
  • Proven ability to handle high-severity incidents with calm and structured communication
  • ITIL Foundation (required); ITIL Intermediate/Expert or related certifications (preferred)
  • Microsoft, VMware, or Linux certifications (MCSE, VCP, RHCE) are a plus


Key Competencies


  • Crisis management: Able to lead in high-pressure, time-critical situations
  • Collaboration: Works effectively with vendors, internal teams, and stakeholders
  • Analytical mindset: Strong troubleshooting and RCA capabilities
  • Communication: Clear, concise updates during incidents, tailored for both technical and business audiences
  • Proactive mindset: Focus on prevention and service improvement, not just resolution
  • First 2 months are probationary to a yearly renewals of contract engagement


Why Join Us?

  • Opportunity to play a critical role in keeping enterprise services running
  • Be part of a world-class IT operations team delivering 24x7 global support
  • Exposure to modern IT ecosystems across cloud, virtualization, and hybrid infrastructures



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