Senior Engineer (Level 2 Lead) - Systems SME & Incident Owner

Role level: Level 2 Lead (Subject Matter Expert / Incident Owner)

Typical experience: 5-10 years

Reporting to: Service Delivery Lead / Customer Success Lead (as assigned)

Work model: Onsite / Remote / Hybrid (based on customer deployment) may require roster for after-office support where contracted

Role purpose

Serve as the senior technical owner for critical incidents and complex environments. Lead problem management to eliminate recurring issues, coordinate escalations with customer IT and vendors, and govern runbooks and standards. Support incident response coordination (non-forensics) and service resilience.

Key responsibilities

. Own major incidents and high-impact outages: lead technical diagnosis, coordinate responders, and drive restoration under defined incident workflows.

. Lead problem management: identify recurring issues, perform deep RCA, implement permanent fixes, and publish runbooks/known-error documentation.

. Act as primary escalation bridge between HubbIT, customer IT teams, and vendors/brands manage multi-party troubleshooting effectively.

. Design and govern standards for endpoint, identity, and infrastructure operations (documentation governance, baseline configurations, escalation rules).

. Plan and execute complex changes: maintenance planning, risk assessment, rollback planning, and post-change validation.

. Support identity and access troubleshooting at advanced level (Azure AD / Microsoft 365), including policy-related impacts and integration issues.

. Coordinate security hardening and log review activities support incident response coordination (non-forensics) alongside security providers where applicable.

. Mentor L2 engineers and guide L1 leads on escalation handling, troubleshooting playbooks, and prevention practices.

. Provide technical inputs for service reviews: trends, risk areas, capacity constraints, and roadmap recommendations.

Scope coverage (service-aligned)

. All Level 2 scope coverage (systems, network, security triage, virtualization, backup/restore, cloud support).

. Critical incident ownership and incident workflow leadership.

. Problem management ownership to remove repeat issues and improve stability.

. Advanced Microsoft 365 / Azure AD administration and identity/access troubleshooting.

. Change planning and execution governance: risk, rollback, validation, post-implementation review.

. Documentation/runbook governance and operational standards setting.

. Incident response coordination support (non-forensics) and security vendor coordination.

Required technical skillsets

. Advanced infrastructure & identity

. Strong Windows Server and directory services understanding Azure AD and M365 administration depth

. Identity/access troubleshooting across users, policies, and integrations

. Endpoint management execution experience (tooling dependent)

. Network & security coordination

. Firewall/VPN concepts and operational management (routing, NAT, rule strategy)

. Security triage and hygiene governance log-aware troubleshooting mindset

. Vendor bridging and multi-party coordination skills

. Operational leadership

. Major incident management and communications discipline

. Problem management and RCA methodology recurring issue elimination

. Change planning and governance documentation standards and runbooks

. Automation & efficiency

. Comfortable with PowerShell (preferred) and/or Bash automation mindset for repeatability

Tools & platforms exposure

. Microsoft 365 Admin Center, Azure AD/Entra admin portals (as permitted)

. Security tooling dashboards (EDR, SIEM-lite views where applicable)

. Network/firewall management consoles VPN tooling

. Virtualization and backup platforms (customer dependent)

. Documentation tools: runbooks, KB, architecture and change records

. Scripting: PowerShell/Bash basic CI automation exposure is a plus

Behavioural & service skillsets

. Executive-ready communication: explains risk, impact, and decisions clearly.

. Calm leadership during incidents strong coordination and prioritization under pressure.

. Governance mindset: standards, documentation, and repeatable operations.

. Coaching and knowledge transfer across teams (L1 and L2).

Education & experience requirements

. Diploma or Degree in Information Technology / Computer Science (or equivalent experience).

. 5-10 years in infrastructure/operations with incident ownership and customer-facing delivery.

. Experience supporting compliance/uptime-sensitive customers and multi-site environments is preferred.

Certifications (preferred / nice-to-have)

. Microsoft role-based certifications (e.g., MS-102, SC-300) (nice-to-have)

. ITIL Foundation or ITIL Managing Professional modules (nice-to-have)

. Vendor firewall certifications (Sophos/Fortinet/Palo Alto - customer dependent) (nice-to-have)

Success measures (KPIs)

. Major incident restoration time and incident process compliance

. Reduction in repeat incidents through permanent fixes and runbooks

. Change success rate and risk management outcomes

. Quality of technical governance: runbook completeness, audit readiness

. Customer IT stakeholder satisfaction and partner feedback

Working notes

The L2 Lead is the technical standard-bearer for service delivery. This role must balance speed with governance, drive repeatability through documentation and automation, and ensure smooth coordination across customer IT, partners, and vendors.