Looking for a hands-on Senior L3 Infrastructure Engineer to take ownership of complex technical escalations and mission-critical incidents. This is a senior individual-contributor role—not a ticket coordinator, monitoring or people-management position.
Candidate will be the final technical escalation point when L1/L2 teams cannot resolve an issue.
Candidate that we look for:
- Strong hands-on experience in enterprise systems (Dell, HP, Lenovo etc.), infrastructure or a relevant technical domain
- Proven experience handling L3 escalations, complex troubleshooting or mission-critical incidents
- Ability to independently perform log analysis, root cause analysis, solution design and risk assessment
- Experience with incident, problem and change management processes
- Strong ownership and the ability to drive issues through to closure
- Experience supporting enterprise customers or large-scale environments
- Ability to clearly explain complex technical issues to customers and non-technical stakeholders
- Professional communication skills for technical meetings, written reports and cross-border collaboration
- Willingness to remain technically hands-on rather than operating only as a people manager or coordinator
Job Description:
L3 Technical Escalation
- Take ownership of complex incidents escalated by L1 and L2 support teams
- Serve as the senior technical escalation point for high-impact, recurring and business-critical issues
- Assess technical impact, urgency, risk and resolution priorities
- Provide final technical direction and drive incidents through to closure
- Work with engineering teams, vendors, product teams and regional SMEs when required
Deep Troubleshooting and Root Cause Analysis
- Analyze system behavior, logs, error messages, configurations and performance data
- Identify the actual root cause instead of providing only temporary workarounds
- Validate findings through evidence, testing and technical analysis
- Develop corrective and preventive actions to reduce recurring incidents
- Clearly distinguish between service restoration and permanent resolution
Major Incident and Critical Issue Management
- Participate in major incident calls and technical war rooms
- Provide technical direction and recommendations during critical incidents
- Support rapid decision-making under time-sensitive and high-pressure conditions
- Communicate incident progress, technical risks and recovery plans to customers and internal stakeholders
- Complete RCA reports, incident reviews and follow-up improvement actions
Technical Solutions and Risk Assessment
- Recommend remediation, upgrade, migration or infrastructure improvement solutions
- Assess technical risks and potential business impact before changes are implemented
- Support complex deployments, migrations, upgrades and system integration activities
- Ensure proposed solutions comply with customer SLAs, security policies and operational procedures
- Provide technical recommendations that improve system stability, performance and reliability
Knowledge Transfer and Team Development
- Guide L1 and L2 engineers through complex technical issues
- Mentor engineers and improve the team's overall troubleshooting capability
- Develop troubleshooting guides, SOPs, technical runbooks and knowledge base documentation
- Conduct internal or customer-facing technical training
- Improve escalation procedures and standardize troubleshooting practices
Preferred qualifications:
- Previous experience as a Technical Lead, Lead Engineer, Escalation Engineer or Subject Matter Expert
- Experience supporting regional or global teams across multiple time zones.
- Experience in financial services, government, telecommunications, manufacturing, data centers or other highly regulated environments
- Familiarity with ITIL, incident management, problem management and change management
- Relevant certifications in infrastructure, cloud, server, network, storage or cybersecurity
- Experience with automation, scripting, monitoring or reporting tools
- Experience creating SOPs, technical runbooks, knowledge bases or training materials
- Experience participating in migration, deployment, upgrade or infrastructure improvement projects
- Experience working directly with OEM engineering teams, product teams or global SMEs
Interested applicants, please Email, [email protected]
Fabian Ling Tuong Liing
R25129353
Recruit Express Pte Ltd
EA Licence No: 99C4599
We regret that only shortlisted candidates will be contacted.