Senior Infrastructure Desktop Engineer EUC Lead

Job Descriptions

As a Senior Infra Engineer (EUC Lead), you will design, implement, maintain, and support Wintel (Windows and Linux) infrastructure systems to meet service performance and reliability objectives.

You will manage large-scale server environments and drive operational excellence through proactive monitoring, patching, and adherence to ITIL and ISO standards.

You will also support infrastructure optimization, system hardening, audits, and project implementations, and provide 24/7 support when required.

Responsibilities

Work with clients to ensure they are leveraging services effectively and finding value in our services

Ensure effective communication to clients, including weekly/monthly service delivery reports within agreed timelines

Lead and mentor a team of 20-30 Desktop Engineers, ensuring alignment to team objectives

Collaborate with internal stakeholders to build relationships across departments

Develop and share best practices to continuously improve process quality, effectiveness, and efficiency

Establish annual improvement plans, incorporating lessons learned and reviewing with senior manager

Work with senior managers and sales teams to maintain and increase revenue through service upsell opportunities

Provide Wintel technical support across production and development environments - Manage and maintain servers, appliances, storage systems, and system software

Administer and support Windows and Linux servers to ensure availability and reliability

Plan, design, install, and configure Windows systems in line with service requirements

Perform server provisioning, hardening, and ensure systems meet Warrant of Fitness standards

Monitor performance, capacity, and service levels; apply corrective actions as required

Conduct root cause analysis and implement preventive measures for recurring incidents

Manage system changes and patching processes to ensure timely and compliant execution

Maintain detailed system documentation and change records

Plan and implement backup, restore, and disaster recovery procedures

Conduct audits and support new infrastructure and project implementations

Provide technical guidance and support to project teams and end-users

Ensure adherence to ITIL, ISO20000, and ISO27001 operational standards

Participate in 24/7 support rotation including weekends and holidays as require

Support implementation and migration projects involving Windows and hybrid cloud environments

Participate in infrastructure enhancement and automation initiatives to improve efficiency and compliance

Collaborate with stakeholders to ensure systems align with performance, security, and availability targets

Qualifications

Minimum 3 years of experience in Wintel support

Proven experience managing large-scale infrastructure environments

Strong understanding of server provisioning, hardening, and lifecycle management

Familiarity with backup, restore, and disaster recovery processes

ITIL IT Service Management knowledge

Desktop support experience

Strong troubleshooting, analytical, and problem-solving skills

Strong written and spoken English communication skills

Strong teamwork and cross-functional collaboration skills

Proactive and adaptable to new technologies and operational requirements

Client-oriented mindset with focus on service quality and delivery

Bachelor's degree (or higher) in Information Technology, Computer Science, or a related discipline

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