Note we have open role for L1/L2/L3
Key Responsibilities
- Act as the internal escalation point for complex incidents and problems across Windows Server, virtualisation, infrastructure networking and SDN (VXLAN encapsulation) platforms.
- Perform root cause analysis on recurring or high-impact issues and drive permanent resolution through problem management.
- Own escalated tickets through to resolution, maintaining clear communication with customers and internal teams throughout.
- Liaise with Microsoft and other third-party vendors on escalated support cases.
- Mentor and provide technical guidance to Level 1 and Level 2 engineers, contributing to knowledge base articles and runbooks.
- Proactively identify risks, single points of failure, and improvement opportunities within supported environments.
- Drive continuous improvement, through improved workflows and automation.
Essential Skills & Experience
- Proven hands-on experience designing, deploying, and supporting complex, clustered Windows Server environments, where Hyper-V is the primary hypervisor.
- Strong Windows Server expertise (2016–2025), including Active Directory Domain Services, Group Policy, DNS, DHCP, certificate services, failover clustering, and Hyper-V.
- Demonstrable experience operating at a third-line level: advanced troubleshooting, log analysis, and structured root cause analysis.
- Experience producing clear technical documentation to a professional standard.
- Excellent communication skills, with the ability to explain complex technical issues to both technical and non-technical audiences.
- Must be eligible to work in Singapore (Singapore Citizen, Permanent Resident, or holder of a valid work pass).
Desirable Skills & Experience
- Microsoft Hyper-V and clustering: Advanced deployment and operation of Windows Server infrastructure solutions.
- Microsoft SDN networking: Advanced knowledge of Microsoft SDN stack, including configuration of VXLAN (vNET's) and Micro segmentation via VMM and PowerShell.
- SAN and FC storage integration: Experience connecting and using external storage via FC connections with Windows Server and Windows clustering.
- System Center: experience with one or more of Virtual Machine Manager (VMM), Configuration Manager (SCCM/MECM), Operations Manager (SCOM), and Data Protection Manager (DPM).
- Other Virtualisation Platforms: experience with VMware (vSphere/ESXi, vCenter), Citrix Hypervisor / Xen (including XCP-ng), and Linux-based virtualisation (KVM), together with general Linux server administration skills.
- Scripting and automation with PowerShell, CHEF and PUPPET.
- Experience working within ITIL-aligned service management processes.
- Willingness to undertake occasional regional (APAC) travel for project deployments.
