Subject Matter Expert (Support&Ops)

Job Summary

L3 Windows Engineer acts as SME and final escalation point for Windows environments, responsible for advanced troubleshooting, RCA ownership, governance compliance, and platform stability across on-prem and Azure IaaS environments.

Key Responsibilities

Key Responsibilities 1. L3 Support & Escalation Act as final escalation point for critical incidents Perform deep-dive troubleshooting (OS, performance, connectivity) Own Root Cause Analysis (RCA) and permanent fixes Azure IaaS Engineer | Outlook 2. Windows Server Administration Manage enterprise OS environments: Windows Server 2012/2016/2019/2022 Azure IaaS Engineer | Outlook Administer: Active Directory, DNS, Group Policy (GPO) Urgent Req...ns Support | Outlook Handle patching, upgrades, and lifecycle management Urgent Req...ns Support | Outlook 3. Operations & ITIL Compliance Manage: Incidents, Service Requests, Change & Problem management Urgent Req...ns Support | Outlook Execute changes with CAB approvals Ensure audit compliance and governance adherence Azure IaaS Engineer | Outlook 4. Performance & Monitoring Perform: Performance tuning and system optimization Analyze system bottlenecks and capacity issues Use monitoring tools for proactive alerting 5. Backup & Recovery Manage enterprise backup solutions Perform recovery, DR testing, and validation Ensure data protection compliance Urgent Req...ns Support | Outlook 6. Cloud / Azure (if applicable to role) Manage: Azure VMs (Windows) Networking components (VNET, NSG, Load Balancer) Azure IaaS Engineer | Outlook Work on: High availability (Availability Sets/Zones) Monitor via Azure Monitor / Log Analytics 7. Automation & Scripting Use PowerShell for: Troubleshooting Automation tasks Support operational efficiency improvements Azure IaaS Engineer | Outlook 8. Documentation & Governance Prepare: Runbooks, SOPs, KEDB articles Support audits (ISO / internal compliance) Maintain configuration and change records

Skill Requirements

Mandatory Strong Windows Server administration Active Directory, DNS, GPO Incident / Problem / Change management Performance tuning & troubleshooting Urgent Req...ns Support | Outlook Advanced (L3 Expectations) RCA ownership and complex issue resolution ITIL processes & governance Backup / DR operations Automation with PowerShell Azure IaaS Engineer | Outlook Good to Have Azure IaaS expertise SCCM / Intune exposure Security hardening & compliance

Other Requirements

Key Expectations (Typical L3 Behavior) Drive complex issue closures independently Lead technical decisions and escalations Mentor L1/L2 teams Ensure audit, SLA, and compliance adherence