Technical Lead

Working Hours: Sunday to Thursday | 11:00 AM to 7:00 PM

This is not an internal IT role.

This is not a helpdesk position.

This is a vendor-grade technical leadership role operating at OEM engineering standards, supporting mission-critical server and storage environments across multiple regions.

ABOUT THE ROLE

Maintech is looking for a hands-on Level 3 Subject Matter Expert who can take full ownership of complex technical escalations, perform deep troubleshooting and root cause analysis, and provide final technical direction for critical customer issues.

You will act as the senior technical escalation point for incidents that cannot be resolved by L1 and L2 teams.

This role requires:

Strong analytical and troubleshooting capability

Technical ownership from investigation through resolution

Strong customer and cross-functional communication

The ability to operate effectively in mission-critical environments

This is not a ticket coordination or pure people management role. The successful candidate must remain technically hands-on.

WHAT YOU WILL OWN

Take ownership of complex incidents escalated by L1 and L2 support teams

Serve as the senior technical escalation point for high-impact, recurring and business-critical issues

Assess technical impact, urgency, risk and resolution priorities

Provide final technical direction and drive incidents through to closure

Work with engineering teams, vendors, product teams and regional SMEs when required

Deep Troubleshooting and Root Cause Analysis

Analyze system behavior, logs, error messages, configurations and performance data

Identify the actual root cause instead of providing only temporary workarounds

Validate findings through evidence, testing and technical analysis

Develop corrective and preventive actions to reduce recurring incidents

Clearly distinguish between service restoration and permanent resolution

Major Incident and Critical Issue Management

Participate in major incident calls and technical war rooms

Provide technical direction and recommendations during critical incidents

Support rapid decision-making under time-sensitive and high-pressure conditions

Communicate incident progress, technical risks and recovery plans to customers and internal stakeholders

Complete RCA reports, incident reviews and follow-up improvement actions

Technical Solutions and Risk Assessment

Recommend remediation, upgrade, migration or infrastructure improvement solutions

Assess technical risks and potential business impact before changes are implemented

Support complex deployments, migrations, upgrades and system integration activities

Ensure proposed solutions comply with customer SLAs, security policies and operational procedures

Provide technical recommendations that improve system stability, performance and reliability

Knowledge Transfer and Team Development

Guide L1 and L2 engineers through complex technical issues

Mentor engineers and improve the team's overall troubleshooting capability

Develop troubleshooting guides, SOPs, technical runbooks and knowledge base documentation

Conduct internal or customer-facing technical training

Improve escalation procedures and standardize troubleshooting practices

WHAT WE ARE LOOKING FOR

Strong hands-on experience in enterprise systems, infrastructure or a relevant technical domain

Proven experience handling L3 escalations, complex troubleshooting or mission-critical incidents

Ability to independently perform log analysis, root cause analysis, solution design and risk assessment

Experience with incident, problem and change management processes

Strong ownership and the ability to drive issues through to closure

Experience supporting enterprise customers or large-scale environments

Ability to clearly explain complex technical issues to customers and non-technical stakeholders

Professional English communication skills for technical meetings, written reports and cross-border collaboration

Willingness to remain technically hands-on rather than operating only as a people manager or coordinator

PREFERRED QUALIFICATIONS

Previous experience as a Technical Lead, Lead Engineer, Escalation Engineer or Subject Matter Expert

Experience supporting regional or global teams across multiple time zones

Experience in financial services, government, telecommunications, manufacturing, data centers or other highly regulated environments

Familiarity with ITIL, incident management, problem management and change management

Relevant certifications in infrastructure, cloud, server, network, storage or cybersecurity

Experience with automation, scripting, monitoring or reporting tools

Experience creating SOPs, technical runbooks, knowledge bases or training materials

Experience participating in migration, deployment, upgrade or infrastructure improvement projects

Experience working directly with OEM engineering teams, product teams or global SMEs

Your experience is mainly limited to monitoring, ticket assignment or incident coordination

Complex issues are normally transferred to vendors without your continued technical ownership

You have moved entirely into people management and no longer perform hands-on troubleshooting

Your experience is limited to standard procedures and known issue playbooks

You have not personally conducted root cause analysis or developed permanent corrective actions

You prefer to escalation issues rather than remain accountable until final resolution

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