Position

In a challenging and multicultural environment, we seek a L3 Infrastructure Engineer to join our production support team.

Mission: L3 Infrastructure Support is responsible for ensuring the run of the technical components in their perimeter.
They will work on requests, changes and incidents based on clients’ tickets, using the documentation and procedures from their perimeter and refining those documents and procedures based on best practices and changes in technologies.
They are expected to work on on-call support out of business hours, based on rotations defined within the team as well as to oversee/lead planned activities during a few week-ends each year (DRP, Major Upgrades etc.)

Main responsibilities

You will mainly be responsible for:

•          Performing all run activities in respect of CA-CIB process, ensuring :
–         SLA and priorities are respected
–         CA-CIB process are fully followed (change, incident, problem management) and assists in refining and identifying improvements
–         Troubleshooting is performed and they drive and delivers root cause analysis for any high severity issue
–         Serves as Technical lead for New Projects impacting assigned service
–         Engages with technical peers, Service managers, Architects and project teams on technology roadmap and projects,
–         Facilitates transformation projects and suggest future directions for new areas of improvement and change,
–         Supports new technologies and leverages them to provide consistency of service across streams,
–         Manage service improvements for all services supported throughout the organization,
–         provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA,
–         Reviews technology changes to identify potential risks,
•          Handling escalation on actions from Production Engineers (incident, request, change)
–         Takes appropriate action, in line with the severity of an incident or escalation and takes ownership of P1/P0 incidents, providing a lead role for the service and coordinating the work of L1/L2 engineers within the team in resolving those incidents.
–         Escalates when necessary to their Service Manager
–         Ensures collaboration between all teams
•          Continuous improvement of service
–         Propose improvement and solution to reduce repetitive tasks
–         focuses on automation and optimum use of the team to improve efficiency
•          Managing knowledge within the team
–         Shares their knowledge with other team members and actively supports technical skill development of L1/L2 Engineers
–         Liaise with other teams to acquire more knowledge
–         Ensures that Knowledge database is regularly updated
–         Animates the team to encourage collaboration and sharing of best practic

Related education

The position requires a minimum of 5 years of relevant experiences as in infrastructure support or development role.

-No functional skills required. Experience in a banking environment is a plus.
-ITIL fundations
-Language : English fluent
-Proactive mindset
-Flexibility and commitment

-Theoretical and hands-on knowledge of the core technologies in the scope of the team
-Overall understanding of IT infrastructure environment with strong fundamentals on most core technologies (Unix, Windows, Network, Database, Storage and Backup, Web Servers)
-Knowledge and experience with automation tools and frameworks would be a plus