Technical Lead Systems & Storage, Managed Services

the hacens talent pte. ltd.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

The hacens talent pte. ltd. is seeking an experienced L3 Storage & System Escalation Engineer to act as the escalation point for complex incidents, leading P1/P2 resolutions end-to-end and coordinating with vendors to restore services within SLA.

You will troubleshoot across the full stack, mentor L2 engineers, develop runbooks, and engage with clients in Singapore and Thailand, with travel to Thailand as required and participation in a 24x7 on-call rotation.

Qualifications

• 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.
• Proven track record of leading P1 incident resolution and writing RCA reports.
• Professional-level certification in core areas (VMware VCP-DCV, Veeam VMCE, Microsoft Certified, Red Hat RHCSA/RHCE, or storage vendor cert).

Responsibilities

• Act as the L3 escalation point for system and storage incidents and own them through to closure within SLA.
• Lead P1/P2 incidents end-to-end and coordinate with clients and management during service restoration.
• Troubleshoot complex issues across the full stack and manage vendor support cases.
• Mentor L2 engineers, build SOPs and runbooks, and run post-incident reviews.

Skills

English proficiency

Basic Chinese

Willing to travel

Education

Degree in Engineering/Computer Science/IT

Tools

VMware VCP-DCV

Veeam VMCE

Microsoft Certified (Windows Server Hybrid Admin / Azure)

Red Hat RHCSA/RHCE

Vendor storage certifications

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), elevate 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.