Windows Operations Engineer (L3)

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A well-established international technology services company specialising in cloud, infrastructure, and managed services. It supports enterprise clients across multiple countries, including regulated environments, with a strong focus on operational excellence and service quality.

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Essential Roles & Responsibilities

• Take ownership of complex, high‑priority Level 3 incidents, problems, and non‑standard changes
• Lead detailed technical investigations across Windows platforms, identifying root causes and long‑term fixes
• Provide technical escalation support to Level 2 engineers, reviewing investigations and guiding resolution
• Manage tickets through to resolution, ensuring clear communication, accurate documentation, and audit‑ready records
• Support Major Incident Management by providing deep technical expertise and leadership

• Provide advanced support for Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and core system services
• Design and implement permanent fixes for recurring issues and systemic weaknesses
• Lead complex patching, upgrade, and remediation activities
• Oversee backup, restore, and recovery activities, including recovery testing where required
• Support platform hardening and security remediation activities

• Operate within a managed services framework, ensuring adherence to operational standards, runbooks, and change controls
• Identify trends, risks, and improvement opportunities across the Windows estate
• Contribute to problem management, post‑incident reviews, and service improvement initiatives
• Develop and maintain operational documentation, knowledge articles, and technical runbooks
• Mentor and support Level 2 engineers, improving capability and consistency across the team

• Ensure all operational activities comply with security, data protection, and regulatory requirements for financial services customers
• Maintain audit‑ready evidence for incidents, changes, and remediation actions
• Support compliance reviews, audits, and customer assurance activities
• Ensure operational resilience and service continuity considerations are embedded in technical decisions

• Provide detailed technical input into service reporting, incident reviews, and governance forums
• Track and manage technical risks, issues, and actions related to Windows platforms
• Support SLA, KPI, and service performance reporting
• Ensure documentation and records meet governance and audit standards

• Service Desk - Provide technical guidance and escalation support
• Service Assurance / NOC- Coordinate incident response and monitoring
• Infrastructure, Cloud & Platform Teams- Collaborate on complex issues and improvements
• Security & Compliance Teams- Support secure and compliant operations
• Customer Experience & Managed Service- Ensure customer outcomes are met

¿A quién buscamos (H/M/D)?

Position Specifications

• Strong technical ownership and accountability for service outcomes
• Calm, analytical, and decisive approach under pressure
• Confident communicator with both technical teams and service stakeholders
• Collaborative leader and mentor within the operations team
• Proactive, improvement‑focused mindset

Critical Competencies - Technical Fit

Essential:

• Proven experience in a Level 3 Windows operations or infrastructure support role
• Extensive experience resolving complex incidents and problems in an ITSM environment
• Strong expertise in Windows Server technologies including Active Directory, DNS, DHCP, and Group Policy
• Experience leading root cause analysis and implementing permanent fixes
• Strong understanding of incident, problem, and change management processes
• Experience supporting patching, backup, recovery, and platform hardening
• Excellent written and verbal communication skills
• Fluent written and spoken English is essential. The role requires the ability to produce audit‑ready documentation and communicate confidently with senior and executive‑level stakeholders

Desirable:

• Experience working within a managed service provider (MSP)
• Familiarity with ServiceNow or similar ITSM platforms
• Experience supporting regulated or financial services customers
• Microsoft certifications or equivalent advanced experience
• Exposure to automation or scripting (e.g. PowerShell)

• Opportunity to work on complex, enterprise-level Windows environments
• High-impact role with ownership and technical leadership responsibilities
• Exposure to regulated industries and structured operational environments
• Collaborative team with focus on continuous improvement and engineering excellence
• Competitive benefits package and strong career progression opportunities