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, fabianling@recruitexpress.com.sg Fabian Ling Tuong Liing R25129353 Recruit Express Pte Ltd EA Licence No: 99C4599 We regret that only shortlisted candidates will be contacted.