L3 Infrastructure Engineer (Experience in Dell, HP, Lenovo are preferred; Break-fix technical role)

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.