L3 server engineer – major incident management

2 weeks ago

Jaipur, India Nextbridge IT Solutions Full time

Role OverviewWe 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 ResponsibilitiesAct as primary L3 escalation point for server-related Major Incidents (MIM) and P1 incidentsLead technical bridge calls/war rooms, coordinating with L2 support, vendors, and cross-functional teamsPerform advanced troubleshooting across Windows, Linux, and virtualization platforms (VMware, etc.)Manage recovery of critical infrastructure servicesEnsure root cause analysis (RCA) and detailed post-incident reports are deliveredPartner with Problem Management to identify proactive measures and prevent recurrenceFollow ITIL standards for Incident, Problem, and Change ManagementProvide knowledge transfer and guidance to L1/L2 support teamsQualifications5–8 years of experience in server administration and incident responseStrong background in Windows Server (2016/2019/2022) and Linux (RHEL, Ubuntu, Cent OS)Expertise with VMware ESXi / v Sphere, networking fundamentals, and enterprise server infrastructuresSolid understanding of networking fundamentals, storage systems, and backup/recovery toolsExperience with monitoring platformsFamiliarity with Service Now or other ITSM tools for incident tracking and escalationProven ability to handle high-severity incidents with calm and structured communicationITIL Foundation (required); ITIL Intermediate/Expert or related certifications (preferred)Microsoft, VMware, or Linux certifications (MCSE, VCP, RHCE) are a plusKey CompetenciesCrisis management: Able to lead in high-pressure, time-critical situationsCollaboration: Works effectively with vendors, internal teams, and stakeholdersAnalytical mindset: Strong troubleshooting and RCA capabilitiesCommunication: Clear, concise updates during incidents, tailored for both technical and business audiencesProactive mindset: Focus on prevention and service improvement, not just resolutionFirst 2 months are probationary to a yearly renewals of contract engagementWhy Join Us?Opportunity to play a critical role in keeping enterprise services runningBe part of a world-class IT operations team delivering 24x7 global supportExposure to modern IT ecosystems across cloud, virtualization, and hybrid infrastructures

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