Level 3 Data Centre Technical Operations SME

About the role

We are looking for a Subject Matter Expert (Level 3) to act as the senior technical authority within a Data Centre Technical Operations Centre. The SME will be the final escalation point for complex, high‑impact incidents and will mentor junior engineers while delivering hands‑on solutions.

Key responsibilities

• Provide advanced technical advice and resolve complex cases beyond L1/L2 scope.
• Perform Dell, Lenovo and HPE log reviews using TSR files and Service Data outputs.
• Troubleshoot servers, storage, network and software issues; analyse Red Hat, VMware and vSAN logs.
• Assist customers and field engineers with software releases, firmware updates, patching, OS upgrades and file‑system restoration.
• Coordinate with vendors, OEMs and internal teams to resolve escalated problems.
• Maintain technical documentation, procedures and knowledge‑base articles.
• Participate in 24/7 on‑call rotation and act as the final escalation point for business‑critical incidents.
• Lead problem‑solving sessions, mentor junior staff and contribute to training program development.

Required profile

• Bachelor’s degree or equivalent certifications with 5+ years of relevant experience.
• 5–7 years supporting data‑centre products (servers, storage, networking, OS).
• Strong experience in log review, error discovery and component remediation.
• Multi‑vendor UNIX, VMware and Windows OS experience preferred.
• Deep understanding of service entitlements, SLA commitments and contract coverage.
• Excellent customer‑facing communication and documentation skills.

Required skills

• Dell, Lenovo, HPE hardware platforms
• TSR file analysis, Service Data outputs
• Red Hat, VMware, vSAN log analysis
• UNIX, Windows operating systems
• Server, storage and network troubleshooting
• Firmware updates, patching, OS upgrades
• File‑system restoration
• Ticketing system usage