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Strong employer brand, metro location, generalist managed-services L3 role, and unspecified years increase applicant competition.
Infrastructure and managed-services skills are moderately transferable across industries but require specific domain experience (VDI/ITIL).
Role requires extensive managed-services experience, ITIL knowledge, vendor management, and cross-technology expertise so filters are strict.
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Provide advanced support for complex cross-technology infrastructure issues, ensuring zero missed SLA conditions through proactive incident resolution and system monitoring.
Manage high-complexity tickets, mentor junior team members, and create knowledge articles to automate and optimize managed services processes.
Engage with vendors and third parties, coach L2 engineers on troubleshooting, and support project and disaster recovery implementations within client timelines.
Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.
Extensive experience in Managed Services handling complex, cross-technology infrastructure environments.
Strong understanding of ITIL processes.
Experience working with vendors and third parties.
Experienced in multi-domain technology environments including Cloud, Security, Networking, and Applications, with ability to operate under pressure to meet SLAs.
Skilled at mentoring and knowledge transfer, enabling junior team development and process automation.
Capable of working effectively across diverse cultures and adapting to changing client needs and priorities.