Description :

This job description is for a Level 3 (L3) IT Infrastructure Engineer with a strong emphasis on Project Management, Ownership, and Client Satisfaction, encompassing key technologies such as Windows, Linux, FortiGate, Storage, and Cloud platforms (e.g., Azure/AWS).

Job Title : L3 Infrastructure & Project management

Role Summary :

The L3 Infrastructure & Project Engineer is a Subject Matter Expert (SME) responsible for the end-to-end design, implementation, management, and optimization of critical IT infrastructure. This role serves as the final escalation point for the most complex technical issues, ensuring maximum system availability and performance. A crucial element of this position is driving successful project delivery, taking complete ownership of client environments and technical challenges, and consistently achieving exceptional client satisfaction.

Key Responsibilities :

1. Expert Technical Leadership & Operations (L3 Support) :

- Serve as the highest escalation point (L3) for critical, complex, and recurring incidents related to Windows, Linux, network, storage, and cloud infrastructure.

- Perform Root Cause Analysis (RCA) on major incidents, developing and implementing permanent preventative measures.

- Windows & Linux Server Management : Deep expertise in configuration, hardening, troubleshooting, patching, and performance tuning for both Windows Server OS (e.g., Active Directory, Group Policy) and various Linux distributions.

- Network Security (Fortigate) : Design, configure, manage, and troubleshoot Fortigate firewalls, including VPNs, advanced security policies, and SD-WAN features.

- Storage Management : Manage and optimize SAN/NAS and hyper-converged storage solutions, ensuring high availability, capacity planning, and data protection (backup/recovery).

- Cloud Infrastructure (Azure/AWS) : Design, deploy, and manage IaaS/PaaS services, governance, security, and cost optimization within public cloud environments.

- Develop and maintain comprehensive technical documentation, knowledge base articles, and operational runbooks.

2. Project Management & Delivery :

- Lead and execute complex infrastructure projects (e.g., cloud migrations, data center moves, security upgrades) from initiation through closure.

- Define project scope, objectives, resource requirements, and risk mitigation plans.

- Manage project timelines and budgets, providing clear and regular updates to both internal stakeholders and clients.

- Ensure all project deliverables meet technical standards, business requirements, and are deployed with zero to minimal operational impact.

3. Ownership & Accountability :

- Take unwavering personal ownership of complex issues, projects, and critical client environments.

- Act as the primary technical point of contact for designated Platinum/High-Value Clients, building a strong, trusted relationship.

- Proactively monitor and manage the health and security posture of client environments, anticipating potential issues before they impact service.

- Drive continuous service improvement (CSI) initiatives, focusing on automation, process efficiency, and reduction of recurring incidents.

4. Client Satisfaction & Communication :

- Ensure all client communication, especially during incidents or projects, is professional, clear, concise, and timely, managing expectations effectively.

- Measure and strive to exceed client-facing KPIs such as Customer Satisfaction Score (CSAT), First Call Resolution (FCR), and Mean Time to Resolution (MTTR).

- Translate complex technical information into clear, actionable business language for non-technical clients and executive reports.

- Conduct regular service review meetings with key clients to discuss performance, project status, and strategic technology roadmaps.

Required Skills and Qualifications :

Technical Skills :

- Minimum 5+ years of experience in a high-level (L3/Tier 3) IT Infrastructure or Systems Engineering role.

- OS : Expert-level administration of Microsoft Windows Server (2012+) and enterprise Linux distributions (e.g., RHEL, Ubuntu).

- Networking/Security : Advanced configuration and troubleshooting of enterprise firewalls, particularly Fortigate (FortiOS), including VPN, routing, and security best practices & Netwok troubleshooting.

- Cloud : Proven experience with design, deployment, and management of services in Azure and/or AWS.

- Virtualization : Deep knowledge of VMware vSphere or Microsoft Hyper-V.

- Scripting : Proficiency in PowerShell, Bash, or Python for automation and system administration.

Professional Skills :

- Project Management : Demonstrated ability to manage multiple concurrent infrastructure projects.6 Project Management certification (e.g., PMP, PRINCE2, ITIL) is a plus.

- Problem-Solving : Exceptional analytical and structured problem-solving skills for complex, multi-system failures.

- Communication : Outstanding written and verbal communication skills, especially for client-facing and technical documentation.

- ITIL : Strong understanding of IT Service Management (ITSM) best practices, including Incident, Problem, and Change Management.

- People Management : Mentor and coach L1/L2 engineers on technical skills, troubleshooting methodology, and best practices. Conduct regular performance feedback, and technical training sessions.

Performance Indicators (KPIs) :

Success in this role will be primarily measured by :

- Client Satisfaction Score (CSAT) from L3 ticket resolution and project completion.

- Project On-Time/On-Budget Delivery Rate.

- Reduction in Major Incidents through effective RCA and prevention.

- Service Uptime/Availability of critical managed systems.

- Timeliness and Quality of RCA Documentation.