System automation

The Managed Services Cross Technology Engineer (L3/4) – System advanced engineering role, architecting level, 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 understand, define and implement the technical architecture and strategy for the organization's core platforms and or cloud infrastructure. They act as the deepest technical expert, building complex, highly resilient systems while leading the resolution of systemic failures and setting the standard for IaC and automation best practices. Serves as the highest escalation point for all complex incidents or situations. Also 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 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:

·        SystemStrategy and Architecture Ownership: Understand and define the technical vision, standards, and multi-year roadmap for the organization's cloud and platform infrastructure, ensuring highly scalable and cost-efficient designs.

·        L3/4 Technical Authority: Serve as the ultimate systems expert and final escalation point for highly complex, cross-platform stability issues, failures, and performance bottlenecks, leading resolution and comprehensive Root Cause Analysis (RCA).

·        Advanced IaC Development: Write, audit, and maintain mission-critical Infrastructure as Code (e.g., advanced Terraform modules) and custom platform tools (in Python/Go),driving the standardization of GitOps principles.

·        Resilience & Reliability Engineering (SRE): Architect and implement patterns for fault tolerance, automated failover, and Disaster Recovery (DR). Define and enforce high standards for SLOs/SLIs across all platform services.

·        Large-Scale Orchestration: Design, optimize, and manage complex, multi-tenant Kubernetes (K8s) clusters (including networking, security, and upgrades), treating the cluster itself as the critical product.

·        Governance and Mentorship: Dictate and enforce system engineering and security standards across all CI/CD pipelines and infrastructure codebases, actively mentoring other senior engineers in platform design and engineering excellence.

• 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.
• Supports, tracks, and documents change implementation.
• Provides timely escalation of all tickets to management with ensuing updates, where applicable.
• Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks.
• 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.

Academic Qualifications and Certifications and tools:

• 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
• Ansible Opswat, Splunk, Cyberark
• Nvidia AI
• SRE, Devops, Gitlab, Automation