L3 Server Engineer, Major Incident Management

Role Overview

We are seeking a highly skilled L3 Server Engineer to join our global IT Operations team. This role is central to our Major Incident Management (MIM) process, focusing on the rapid response and resolution of critical Priority-1 (P1) incidents. This position requires deep technical expertise in server, network, and virtualization technologies, exceptional troubleshooting skills, and the ability to command incident resolution under pressure. The ideal candidate thrives in high-stakes environments and is dedicated to ensuring service restoration and business continuity for our most critical systems.

Key Responsibilities

• Serve as the primary technical escalation point for all server-related Major Incidents (MIM) and P1 events.
• Lead technical triage on bridge calls and in war rooms, coordinating efforts between L2 support, application teams, vendors, and other cross-functional stakeholders.
• Perform advanced, real-time troubleshooting to diagnose and resolve complex issues across Windows Server, Linux, and VMware virtualization platforms.
• Drive the restoration of critical infrastructure services with a focus on minimizing business impact.
• Author and deliver comprehensive Root Cause Analysis (RCA) and detailed post-incident reports.
• Partner with the Problem Management team to identify trends, implement proactive solutions, and prevent incident recurrence.
• Mentor and provide technical guidance to L1/L2 support teams to improve overall incident response capabilities.
• Participate in a 24x7 on-call rotation to provide critical support when needed.

Qualifications

Required:

• 5–8 years of hands-on experience in enterprise server administration and high-severity incident response.
• Expert-level knowledge of Windows Server (2016/2019/2022) and Linux (RHEL, Ubuntu).
• Deep expertise with virtualization technologies, specifically VMware ESXi/vSphere in a large-scale environment.
• Solid understanding of core infrastructure concepts: TCP/IP networking, SAN/NAS storage, and enterprise backup/recovery solutions.
• Hands-on experience with enterprise monitoring platforms (e.g., SolarWinds, Datadog, Nagios).
• Proficiency with an ITSM tool, preferably ServiceNow, for incident lifecycle management.
• Demonstrated ability to remain calm, focused, and organized during high-pressure situations.
• ITIL v3/v4 Foundation certification is required.

Preferred:

• Advanced certifications such as MCSE, VCP, RHCE.
• ITIL Intermediate/Expert or related certifications.
• Experience with public cloud platforms (Azure, AWS) and hybrid cloud environments.
• Scripting and automation skills (PowerShell, Bash) for diagnostics and reporting.

Key Competencies

• Crisis Management: Able to lead effectively in high-pressure, time-critical situations.
• Collaboration: Works seamlessly with vendors, internal teams, and stakeholders to achieve common goals.
• Analytical Mindset: Possesses superior troubleshooting and Root Cause Analysis (RCA) capabilities.
• Communication: Delivers clear, concise, and timely updates during incidents, tailored for both technical and business audiences.
• Proactive Mindset: Focuses on prevention and continuous service improvement, not just reactive resolution.

Why Join Us?

• Make a Direct Impact: Play a mission-critical role in ensuring the stability and availability of our global enterprise services.
• A World-Class Team: Join a highly collaborative and skilled IT operations team that values deep technical knowledge and supports professional growth.
• Modern Technology Exposure: Gain experience with a modern IT ecosystem spanning on-prem, cloud, and hybrid infrastructures.
• Career Growth: We offer competitive compensation, comprehensive benefits, and clear pathways for career advancement.

Remote Work Environment

• This is a fully remote position. A company-provided Virtual Desktop (VDI) will be used for all work.
• Candidates are expected to provide their own reliable computer (laptop or desktop) and at least one monitor capable of accessing the VDI.
• A dedicated and quiet workspace is essential to maintain a professional environment during critical incident bridge calls.