Windows Operations Engineer (L3), Barcelona
Essential Roles Responsibilities
Advanced Ticket Resolution Escalation
Take ownership of complex, high priority Level 3 incidents, problems, and non standard changesLead 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
Windows Platform Engineering Operations
Provide advanced support for Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and core system servicesDesign 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
Managed Services Continuous Improvement
Operate within a managed services framework, ensuring adherence to operational standards, runbooks, and change controlsIdentify 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
Financial Services Regulatory Compliance
Ensure all operational activities comply with security, data protection, and regulatory requirements for financial services customersMaintain 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
Governance Reporting
Provide detailed technical input into service reporting, incident reviews, and governance forumsTrack 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
Teams to Collaborate With
Service Desk - Provide technical guidance and escalation supportService 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
Solve complex Windows infrastructure challengesTake ownership and act as a technical escalation point
Position Specifications
Behavioural Competencies - Organisational Behavioural Fit
Strong technical ownership and accountability for service outcomesCalm, 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 roleExtensive 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)
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.
Opportunity to work on complex, enterprise-level Windows environmentsHigh-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
Windows Server, Active Directory, DNS, DHCP, Group Policy, ServiceNow,