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Job Overview
The Senior Infrastructure Engineer (L3) is a strong technical resource within the Managed Services organization, responsible for owning and resolving complex infrastructure incidents, providing advanced troubleshooting and escalation support, and ensuring the stability, performance, and availability of customer environments. This role combines hands-on operational ownership with technical leadership, contributing to root cause analysis, infrastructure design, project delivery, documentation, and continuous service improvement.
The role requires strong hands-on experience supporting enterprise infrastructure technologies, including VMware vSphere/ESXi (v7/v8 preferred), Windows Server, Active Directory, DNS, DHCP, Group Policy, Linux administration (RHEL/Ubuntu/CentOS), enterprise storage platforms, backup and disaster recovery solutions, and cloud platforms such as Azure and AWS. Experience with Cisco UCS, PKI, infrastructure lifecycle management, migrations, patching, upgrades, and managed services operations is highly valued.
Key Responsibilities
- Incident Ownership: Own the full lifecycle of complex infrastructure incidents, from detection through resolution and post-incident review, ensuring accountability for technical outcomes, stability, and documentation.
- Critical Incident Leadership: Lead investigation and resolution of critical incidents, driving coordination across internal teams, vendors, and customer stakeholders.
- Technical Decision-Making: Make technical decisions and take end-to-end ownership of infrastructure issues, driving resolution without reliance on further escalation.
- Project Delivery: Lead technical delivery of infrastructure projects, including scoping, estimation, design, and implementation.
- Root Cause Analysis: Perform root cause analysis and develop long-term remediation strategies to prevent recurrence.
- Change Validation: Validate and approve infrastructure changes, designs, and remediation strategies.
- Mentorship: Provide technical guidance and mentorship to junior engineers.
- Documentation: Contribute to architecture documentation, diagrams, and operational runbooks.
- Automation & Process Improvement: Design and implement automation and process improvements to enhance reliability and operational efficiency.
- Change Management: Participate in change management and project planning activities.
- Time Tracking: Accurately track time and project activities within the time tracking system, maintaining a target billable utilization of approximately 70%.
Qualifications
- Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Experience: 6–10 years of experience supporting enterprise IT infrastructure, ideally within a Managed Service Provider (MSP) environment supporting multiple client environments simultaneously.
- Virtualization: Deep, hands-on experience with VMware vSphere 7.x/8.x — including ESXi administration, vCenter, vMotion, HA/DRS, distributed virtual switches, VM lifecycle management, and vSphere upgrade planning (compatibility validation, upgrade sequencing, rollback planning).
- Operating Systems: Strong administration experience with Windows Server 2019/2022 (AD DS, Group Policy, DNS/DHCP, IIS, WSUS) and Linux (RHEL/CentOS/Rocky, Ubuntu/Debian, or SLES), including performance troubleshooting and root-cause diagnostics using standard OS-level tools.
- Storage: Hands-on experience with enterprise storage platforms (e.g., NetApp, Pure Storage, Dell EMC, HPE Nimble/3PAR) and/or hyperconverged infrastructure (vSAN, Nutanix).
- Cloud Platforms: Deep experience with Google Cloud Platform (GCP) in a production capacity — core services such as Compute Engine, VPC networking, Cloud Storage, Cloud IAM, and Cloud Load Balancing; experience with GKE, Cloud SQL, or Pub/Sub is a plus.
- Troubleshooting & Design: Strong, demonstrable experience troubleshooting complex multi-system infrastructure issues end-to-end, and designing/implementing infrastructure solutions (e.g., HA cluster design, backup/DR strategy, GCP architecture) rather than only executing pre-defined tasks.
- Incident Ownership & RCA: Proven ability to own critical incidents from detection through post-incident review, including structured root cause analysis (timeline reconstruction, contributing factors vs. root cause, corrective/preventive actions).
- ITSM & Change Management: Familiarity with ticketing/ITSM platforms (ServiceNow, Jira Service Management, ConnectWise, or similar) and ITIL-based change management processes, including change advisory board (CAB) participation.
- Soft Skills: Strong analytical and problem-solving abilities; proven customer-facing communication skills, including delivering difficult technical updates under pressure; ability to work independently and take full ownership of technical outcomes; experience mentoring or providing technical guidance to junior engineers.
- Language: Strong English communication skills, both written and verbal.
- Availability: Willingness and prior experience working US EST/PST hours, including after-hours or weekend coverage for maintenance windows, incidents, or on-call rotation.
Preferred Qualifications
- Certifications: VMware VCP-DCV, Microsoft certifications, GCP Associate Cloud Engineer (ACE) or Professional Cloud Architect (PCA), Cisco CCNP/CCIE Data Center, or Citrix CCP-V.
- Cisco UCS: Hands-on experience with Cisco UCS — blade/rack server administration, Fabric Interconnects, UCS Manager (UCSM) or Intersight, service profiles, and firmware management/troubleshooting.
- Citrix CVAD: Experience administering Citrix Virtual Apps and Desktops (CVAD 7.x, 2203, 2305 LTSR) or Citrix DaaS — Delivery Controllers, StoreFront, NetScaler/ADC, machine catalogs and delivery groups, VDA troubleshooting, and MCS vs. PVS provisioning decisions.
- Cisco Unified Communications Manager (CUCM): Experience with CUCM 11.x/12.x/14.x — device provisioning, dial plans, route groups/lists, SIP trunk configuration, and registration troubleshooting.
- Networking, Firewalls & Identity: Hands-on policy configuration (not just monitoring) with Palo Alto or Cisco FTD/FMC (or Fortinet/Check Point); Active Directory administration beyond basic user management (GPO design, AD Sites and Services, replication); Okta or other SSO/MFA identity platform experience.
- Backup & Disaster Recovery: Experience with Veeam, Commvault, Veritas NetBackup, or Zerto; direct involvement in a DR test or failover, and ability to design a backup/recovery strategy against defined RTO/RPO targets.
- Automation: Experience writing and maintaining automation scripts (PowerShell for Windows, Bash/Python for Linux) for provisioning, reporting, or operational tasks.
- MSP Experience: Experience working in a Managed Service Provider (MSP) environment with billable utilization tracking (~70% target) and exposure to ITIL-based service delivery models.
- Customer-Facing Projects: Experience serving as technical lead on a customer-facing infrastructure project, from scoping through delivery and handover.
- AI Tool Fluency: Practical, hands-on use of AI tools (e.g., Claude, ChatGPT, Copilot) in day-to-day infrastructure troubleshooting or documentation work, with demonstrated critical evaluation of AI output rather than uncritical reliance on it.
Work Arrangement & Schedule
- Fully remote following EST Time Zone
- After-hours and weekend coverage may be required on occasion.
- All necessary equipment is provided
Ready to experience the #AcxelsusAdvantage? Join our team today!
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