Engineer - Systems - Managed Infrastructure Services at Millennium IT ESP

Colombo, Western Province, Sri Lanka -

Full Time

Start Date

Immediate

Expiry Date

18 Sep, 26

Salary

0.0

Posted On

20 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Escalation Management, Advanced Troubleshooting, Team Leadership, Service Delivery Management, Incident Management, Problem Management, Root Cause Analysis, Performance Management, Process Improvement, Stakeholder Communication, ITIL, Microsoft 365, Azure, Network Troubleshooting, SLA Management, Knowledge Management

Industry

IT Services and IT Consulting

Description

Job Description Technical Escalation Management - Act as the primary escalation point for incidents and service requests that cannot be resolved by the L1 team - Perform advanced troubleshooting for hardware, software, network, and application-related issues - Ensure timely resolution of complex technical problems within agreed SLAs - Coordinate with L3 teams, vendors, and other technical teams when required Team Leadership & Supervision - Provide day-to-day guidance and support to L1 engineers - Monitor team workload and allocate tasks effectively - Conduct regular team meetings and knowledge-sharing sessions - Mentor and coach L1 engineers to improve their technical and customer service skills - Support onboarding and training of new team members Service Delivery Management - Ensure incidents and service requests are handled according to SLAs and operational procedures - Monitor ticket queues and ensure timely assignment and resolution - Identify and address service bottlenecks to improve efficiency - Maintain high levels of customer satisfaction and service quality Incident & Problem Management - Lead major incident investigations and coordinate resolution activities - Perform root cause analysis for recurring issues - Implement preventive measures to reduce incident recurrence - Maintain incident and problem management documentation Performance & Quality Management - Monitor team performance against KPIs and SLAs - Review ticket quality and ensure compliance with support standards - Provide feedback and performance improvement recommendations - Prepare operational and service performance reports Process Improvement - Identify opportunities to improve support processes and workflows - Develop and maintain knowledge base articles and standard operating procedures (SOPs) - Promote automation and efficiency improvements where applicable - Ensure adherence to ITIL best practices and organizational policies Stakeholder Communication - Provide regular updates to management and stakeholders on service performance - Communicate major incidents, risks, and service impacts effectively - Collaborate with business users, project teams, and technical teams to ensure service excellence Person Specification Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field Relevant industry certifications such as: - ITIL Foundation Certification - Microsoft Certifications (Microsoft 365, Azure Fundamentals, Endpoint Administrator, etc.) - CompTIA A+, Network+, or Security+ - Service Management Certifications

Responsibilities

Act as the primary technical escalation point for complex infrastructure issues while leading and mentoring L1 engineers. Manage service delivery, incident resolution, and process improvements to ensure adherence to SLAs and ITIL best practices.