Technical Lead - Systems & Storage, Managed Services

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

Responsibilities:

• Act as the L3 escalation point for system and storage incidents that L2 engineers cannot resolve, and own them through to closure within SLA.
• Lead P1/P2 incidents end-to-end: run the technical bridge, make sound service-restoration decisions (workaround, failover, rollback) and keep clients and management updated at agreed intervals.
• Troubleshoot complex issues across the full stack: server hardware, storage arrays, SAN fabric, hypervisor, operating system, Active Directory / Microsoft workloads, Microsoft 365, backup and DR, Cloud infrastructure
• Raise and drive vendor support cases (e.g. Dell, HPE, Hitachi, Lenovo, Broadcom/VMware, Microsoft, Veeam), upscale within the vendor when needed and hold vendors to agreed timelines.
• Take part in the 24x7 on-call rotation as the after-hours escalation point for P1 incidents.

Problem Management & Continuous Improvement

• Produce clear, client-ready Root Cause Analysis (RCA) reports for P1/P2 incidents, covering timeline, root cause, impact and preventive actions.
• Analyse ticket trends to find recurring incidents, then drive permanent fixes through configuration, firmware, design or monitoring changes.
• Review high-risk changes performed by the team (firmware upgrades, storage migrations, DR tests) and ensure each has proper testing and rollback plans.
• Improve monitoring and alerting so that issues are detected before clients raise them.

Technical Leadership

• Mentor and coach L2 engineers: guide them through live incidents, review their troubleshooting and raise team capability against our skills matrix.
• Build and maintain SOPs, runbooks, troubleshooting guides and the internal knowledge base.
• Run post-incident case reviews and knowledge-sharing sessions with the team.

Client Engagement

• Present incident trends, RCAs and recommendations at monthly/quarterly service reviews.
• Act as a trusted technical advisor to client IT teams. Proactively flag risks such as end-of-support hardware, capacity constraints and backup or DR gaps, and recommend remediation.
• Support clients in Singapore and Thailand, including travel to Thailand when required.

Requirements:

• Degree in Engineering, Computer Science or IT.
• Minimum 5 years' experience supporting or implementing system and storage infrastructure, with at least 2 years at L3 / senior escalation level in a managed services, systems integrator or enterprise environment.
• Proven track record of leading P1 incident resolution and writing RCA reports.
• Professional-level certification in at least one core area, e.g. VMware VCP-DCV, Veeam VMCE, Microsoft Certified (Windows Server Hybrid Administrator / Azure Administrator), Red Hat RHCSA/RHCE, or a storage vendor professional certification (Dell, HPE, Hitachi). Expert-level certifications are an advantage.
• Proficiency in English (written and spoken), with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
• Basic proficiency in Chinese will be an advantage.
• Willing to participate in a 24x7 on-call rotation and travel to Thailand when required.
• Will to learn and master for new Product in different area

Core Technical Skills (advanced troubleshooting ability required):

• Virtualisation & HCI: VMware vSphere (ESXi, vCenter), VMware vSAN, Microsoft Hyper-V, VMware VCF
• Servers: Dell PowerEdge, HPE ProLiant, Lenovo ThinkSystem and Hitachi servers, including iDRAC / iLO / XClarity hardware diagnostics and firmware lifecycle management.
• Enterprise Storage: Dell Unity, Dell Power Store, Pure Storage x series, NetApp AFF series , Hitachi OneBlock
• SAN Fabric: Brocade and Cisco MDS switches - zoning, multipathing and fabric troubleshooting.
• Backup & Recovery: Veeam Backup & Replication, Rubrik Backup
• Operating Systems: Windows Server, Red Hat Enterprise Linux (RHEL) and Windows 11
• Microsoft Infrastructure: Active Directory, DNS, DHCP, Certificate Services (CA), NPS, WSUS, IIS, SQL Server and Exchange Server (on premises).
• Microsoft 365 & Identity: Entra ID, Entra Connect, Exchange Online, Intune and Purview.
• Cloud: AWS, Azure system infrastructure (compute, storage, backup).
• Monitoring: ManageEngine Endpoint Central

Good to Have:

• Backup: Commvault, AvePoint, Druva, Datto
• Storage: HPE Alletra, Lenovo DE/DM series, Synology, Wasabi.
• Compute & HCI: Cisco UCS, Nutanix, Red Hat OpenShift, Oracle KVM.
• Operating Systems & HA: Ubuntu, SUSE
• Endpoint Security: Microsoft Defender for Endpoint, CrowdStrike, Trend Micro, Sophos EDR.
• Management Tools: ADManager Plus / ServiceDesk Plus, Microsoft SCCM, Microsoft ADFS, on-premises SharePoint.
• Cloud: Alibaba Cloud.
• Other: Working knowledge of networking (VLANs, routing, firewalls) to collaborate with the Network & Security team; ITIL v4 Foundation; UPS and data centre facilities basics.