Provide third-line (L3) support and escalation management for Office IT infrastructure services. Own and manage backend infrastructure platforms, ensuring agreed availability and performance levels. Perform daily system health checks and proactively resolve infrastructure issues. Diagnose and resolve complex incidents and service requests within defined SLAs. Manage and participate in crisis situations, following established escalation and incident management processes. Collaborate with vendors, internal teams, and technical leadership to restore and improve services. Conduct performance, capacity, and configuration analysis for infrastructure systems. Support service improvement initiatives and contribute to operational readiness for future projects. Act as a technical mentor to L1 and L2 support colleagues, including participation in knowledge-sharing and onboarding activities. Maintain clear communication with stakeholders, including technical leads and cross-functional teams.

Desired Candidate Profile

An individual with a Bachelor s degree in Engineering or Computer Science. Someone with 4 6 years of professional experience in IT infrastructure or systems support within large-scale environments. Proficient in Microsoft Office 365 services, Active Directory, ADFS, AD Connect, and licence management. Experienced in Windows Server (2016/2019), Microsoft SQL, and infrastructure troubleshooting. Skilled in PowerShell scripting for automation and operational efficiency. Knowledgeable in ITIL-based service management, with ITIL Foundation certification. Comfortable working in multicultural, globally distributed teams. A clear and confident communicator with strong written and spoken English skills. Customer-focused, accountable, and collaborative in approach, with a strong sense of ownership