The Managed Services Cross Technology Engineer (L3/4) - System & Automation is an advanced engineering role, responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.
The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA).
The Managed Services Cross Technology Engineer (L3/4) - System and Automation focuses on forth line support for escalated incidents and requests with a high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client.
This is a strategic role focusing across various technology domains such as (but not limited to) Cloud, Security, Networking, Applications and / or Collaboration.
This role may also contribute to / support on project work as and when required.
Key Responsibilities:
- Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
- Timely and consistent updates of tickets with resolution tasks performed.
- Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.
- Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.
- Communicates with other teams and clients for extending support. Acts as emergency support contact as needed, for critical client and business-impacting issues.
- Systematically gathers relevant information and applies technical knowledge to analyze and uses highly technical troubleshooting tools and content and analytical practices.
- Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments.
- Coaches L1, L2, and L3 teams offering technical expertise and pushing work down to other engineering teams.
- Performs quality audits, covering process, service experience, ticket updates, etc. as required.
- May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
- May work on implementing and delivering disaster recovery functions and tests.
- Performs any other related task as required.
Knowledge and Attributes:
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
- Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
- Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
- Relevant certifications include (but not limited to) -
- VMware certified Professional: DATA Centre Virtualization.
- VMware Certified Specialist - Cloud Provider.
- VMware Site recovery Manager: Install, Configure, Manage.
- Microsoft Certified: Azure Architect Expert.
- AWS Certified: Solutions Architect Associate.
- Veeam Certified Engineer (VMCE).
- Rubrik Certified Systems Administrator.
- Storage HDS
- VMware VRA
- AnsibleOpswat, Splunk, Cyberark
- Nvidia AI
- SRE, Devops, Gitlab, Automation
