L3 Server Engineer – Major Incident Management

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

Key Competencies

Why Join Us?