Technical Lead - Systems & Storage, Managed Services
6000 - 8000 SGDTHE HACENS TALENT PTE. LTD.
Responsibilities:
Incident Resolution & Escalation
• 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), escalate 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.
4500 - 5500 SGD
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