Senior Systems & Storage Lead - 24x7 Incident Expert

THE HACENS TALENT PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

THE HACENS TALENT PTE. LTD. is seeking an experienced L3/Senior Escalation Engineer to own complex system and storage incidents from detection to closure. You will lead technical bridges, coordinate跨 multiple teams and vendors, and ensure timely restoration under SLA.

You will mentor L2 engineers, document runbooks, and drive continuous improvement in monitoring, change control, and RCA reporting. Travel to Thailand may be required as part of regional support.

Qualifications

• Minimum 5 years' experience supporting or implementing system and storage infrastructure; L3/senior escalation level.
• Proven track record leading P1 incident resolution and writing RCA reports.
• Professional-level certification in core area (VMware VCP-DCV, Veeam VMCE, Microsoft Certified, RHCSA/RHCE, or storage vendor cert).
• English proficiency; basic Chinese is a plus; willing to travel to Thailand as needed.

Responsibilities

• Act as L3 escalation point for system and storage incidents; own to closure within SLA.
• Lead P1/P2 incidents end-to-end; run technical bridge and update clients/management.
• Troubleshoot across full stack: server, storage, SAN, hypervisor, OS, AD, M365, backup/DR, cloud.
• Raise and drive vendor support cases; manage vendor timelines and escalation.
• Participate in 24x7 on-call rotation as after-hours escalation.
• Produce clear RCA reports for P1/P2 incidents; analyze ticket trends for permanent fixes.
• Review high-risk changes and ensure testing/rollback plans.
• Improve monitoring and alerting to detect issues early.
• Mentor L2 engineers; develop SOPs, runbooks, knowledge base.
• Present incident trends and RCAs in service reviews; advise on risks and remediation.
• Support clients in Singapore and Thailand; travel when required.

Skills

English proficiency

Client engagement

On-call readiness

Communication

Education

Degree in Engineering, Computer Science or IT

Tools

VMware vSphere

VMware vSAN

Microsoft Hyper-V

VMware VCF

Dell PowerEdge

HPE ProLiant

Lenovo ThinkSystem

Hitachi servers

iDRAC / iLO / XClarity

Dell Unity

Dell PowerStore

Pure Storage

NetApp AFF

Hitachi OneBlock

Brocade / Cisco MDS

Veeam Backup & Replication

Rubrik

Windows Server

RHEL

SQL Server

Exchange Server

Entra ID / Entra Connect

AWS / Azure

ManageEngine Endpoint Central

Job description

THE HACENS TALENT PTE. LTD. is seeking an experienced L3/Senior Escalation Engineer to own complex system and storage incidents from detection to closure. You will lead technical bridges, coordinate跨 multiple teams and vendors, and ensure timely restoration under SLA.

You will mentor L2 engineers, document runbooks, and drive continuous improvement in monitoring, change control, and RCA reporting. Travel to Thailand may be required as part of regional support.