Windows Engineer - L3

Overview

Cross Technology Managed Services Engineer (L3) providing advanced service to clients by proactively identifying and resolving technical incidents across Cloud, Security, Networking and Applications, and ensuring client infrastructure is configured, tested and operational.

What you'll do

• Perform pre-emptive service incident resolution, product reviews and operational improvements.
• Manage high-complexity tickets, perform advanced tasks and provide diverse solutions while ensuring zero missed SLA conditions.
• Conduct necessary checks, apply monitoring tools, and respond to alerts, identifying issues before they become problems.
• Log incidents with the required level of detail, and analyse, assign and escalate support calls.
• Identify opportunities for optimization and automation, and provide continuous feedback to clients and affected parties.
• Create knowledge articles for frequent tasks and issues, and train junior team members in executing those tasks.
• Provide inputs to automation teams to reduce manual efforts.
• Engage with third-party vendors when necessary and keep systems and portals updated as prescribed.
• Coach L2 teams on advanced troubleshooting techniques and mentor junior team members.
• Support the implementation and delivery of projects and disaster recovery functions, ensuring actions adhere to client requirements and timelines.

What you'll need

• Extensive Managed Services experience handling complex cross-technology infrastructure.
• Strong understanding of ITIL processes.
• Proven experience working with vendors and/or third parties.
• Ability to communicate and work across different cultures and social groups.
• Effective planning skills, even in changing circumstances.
• Positive outlook and ability to work well under pressure.
• Active listening skills and adaptability to changing client needs.
• Client-focused approach to create positive client experiences throughout their journey.
• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).

Details

• Location: Mumbai, India.
• Workplace type: On-site.