L3 Server Engineer – Major Incident Management
5 hours ago
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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