- Handle complex T2 troubleshooting escalated from L2/L3.
- Manage cross-tower escalations and handoffs with NOC and SOC.
- Use Dynatrace and observability data for root-cause analysis.
- Act as shift lead when required and mentor L2/L3 engineers.
- Drive problem management and recurring-issue elimination.
Required skills
- Advanced Windows/Linux, virtualization and cloud (GCP preferred).
- Hands-on with Dynatrace, OpenText OBM, ServiceNow and PagerDuty.
- Scripting (PowerShell, Python or Bash).