Senior L3 Infrastructure Escalation Engineer

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 100,000 - 150,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD is seeking a hands-on Senior L3 Infrastructure Engineer to own complex escalations and mission-critical incidents in a globally distributed environment.

The role is a senior individual-contributor position, not a ticket coordinator or people-manager. You will be the final technical escalation point when L1/L2 cannot resolve issues and must articulate technical risks clearly to customers and internal stakeholders.

Qualifications

• Must have hands-on experience with enterprise infrastructure and hardware (Dell/HP/Lenovo).
• Proven experience handling L3 escalations and high-impact incidents.
• Ability to perform log analysis, root cause analysis and risk assessment independently.
• Experience with incident, problem and change management processes.
• Strong ownership to drive issues to closure and communicate clearly to stakeholders.

Responsibilities

• Take ownership of complex incidents escalated by L1/L2 support teams.
• Serve as the senior technical escalation point for high-impact issues.
• Assess impact, urgency, risk and resolution priorities, directing actions to closure.
• Perform deep troubleshooting, root cause analysis and validation of fixes.
• Lead technical discussions with engineering, vendors and SMEs as needed.
• Provide RCA reports and post-incident reviews.
• Mentor junior engineers and improve escalation procedures.

Skills

Hands-on infrastructure

L3 escalation experience

Enterprise hardware

Log analysis

Incident management

Customer communication

Cross-border collaboration

Tools

Automation scripts

Job description

RECRUIT EXPRESS PTE LTD is seeking a hands-on Senior L3 Infrastructure Engineer to own complex escalations and mission-critical incidents in a globally distributed environment.

The role is a senior individual-contributor position, not a ticket coordinator or people-manager. You will be the final technical escalation point when L1/L2 cannot resolve issues and must articulate technical risks clearly to customers and internal stakeholders.