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L3 Engineer

  • Location: New York, NY, 10022
  • Job Type:Contract

Posted 14 days ago

Title: L3 Engineer
Type: Contract - 3+ years
Location: New York, NY

Our client, a luxury fashion house, is seeking an L3 Engineer.

Responsibilities:
  • Work in close conjunction with the client’s centre of expertise (architects), the service Governance team (Technical Leader and Regional Client Success Manager) and the operations team (Command Center).
  • Ensure that the client’s infrastructure and tools used by the team are configured, installed, tested and operational. • Perform necessary proactive sanity checks, using monitoring tools, and respond to alerts in cooperation with the central Command Center.
  • Identify problems and errors prior to or when it occurs log all such problems in a timely manner with the required level of detail, and work on them toward full resolution.
  • For complex incidents, troubleshoot, analyze, assign and escalate support calls while supervising the end-to-end resolution (sometimes as a coordinator, sometimes hands in).
  • Demonstrate leadership, creativity, and good judgement in resolving a wide range of issues. Drive the team in selecting the appropriate tools, methods, and processes to solve problems.
  • Investigate third line support calls assigned, identify the root cause of incidents and problems and challenge client’s third-party providers when needed (WAN, SaaS, etc.).
  • Report and escalate issues to 3rd party vendors when necessary while ensuring that the entire organization remains in the communication loop.
  • In cooperation with the Service Governance Team and the Technical Coordinators, conduct monthly reviews of incidents and service requests, analyze and recommend improvements (lower number of tickets, faster resolution).
  • Provide continuous feedback to clients and affected parties and update all service management systems and/or portals as required.
  • Proactively identify opportunities for work or infrastructure optimisation including opportunities for automation or contribution to the Continuous Service Improvement Plan
  • Work with the Command centre to improve knowledge, expertise and good practices.
  • Oversees more junior team members performing their duties (monitoring, incidents, requests, knowledge management, etc.); if necessary, carry out job duties personally when necessary to ensure highest quality of work
  • As a worldwide product referent on predefined technologies, act as a trusted advisor to the NTT and the client’s teams by monitoring vendor roadmaps, screening EoX announcements, proposing replacement technologies and monitoring Security vulnerability announcements.
  • As a worldwide product referent on predefined technologies and Technical owner of your regional infrastructure, you act as a liaison officer between all parties to provide proactive technical guidance both internally and externally.
Technical Duties:
  • Proactive sanity checks
  • Complex incidents resolution
  • Problems resolution
  • Change execution.
  • Knowledge management associated to above (inventory, ticketing, documentation...)
Functional Duties:
  •  Coordination and communication with Command Center’ engineers, governance team, client, and 3rd parties
  • Technical and methodology escalation point for more junior Engineers.
  • Reporting on infrastructure and service
  • Contribution to continuous improvement plans
Required Experience: 
  • Solid years of work experience
  • Solid experience of Managed Services
  • Excellent working knowledge of ITIL processes
  • Excellent experience working with vendors and/or 3rd parties.
Critical Technologies: 
  • Palo Alto
  • Pulse Secure
  • Fortinet
  • Cisco
  • Zscaler
  • Infoblox
  • F5 Any of the above certifications is a plus.
  • The MS Engineer (L3) is expected to gain certifications relevant to services supported. Certifications carry additional weight on candidate’s qualification for the role.
  • ITIL awareness is mandatory, more advanced ITIL certification can be obtained as part of induction.