Senior SysOps Engineer (L3)

Technical Escalation & L3

• Act as the final escalation point within the SysOps team for complex technical issues that L1/L2 cannot resolve.
• Perform deep troubleshooting, root cause analysis, and advanced diagnostics across servers, networks, M365, Entra ID, Azure, and client environments.
• Diagnose and resolve issues involving Active Directory/Entra ID, networking protocols (TCP/IP, DNS, DHCP), cloud platforms, and security tools.
• Provide timely and effective updates to clients and internal stakeholders during major incidents.

Automation & Continuous Improvement

• Design, implement, and maintain automation workflows using PowerShell, Python, Azure Automation, and RMM platforms (especially N-able).
• Identify opportunities to reduce manual effort and drive self-healing systems and proactive monitoring.
• Optimise and enhance our existing toolset (N-able, Intune, Microsoft MDE, BitDefender, Qualys, Acronis, Mimecast, Meraki, etc.) for greater efficiency and scalability.
• Champion the adoption of emerging technologies and best practices.

Security & Compliance

• Ensure adherence to security standards and frameworks (Microsoft best practices, CIS, NIST).
• Oversee vulnerability management, patching, and incident response in collaboration with the SOC team.
• Implement and manage security controls using Microsoft Defender suite, Conditional Access, and other endpoint/cloud security tools.

Systems Administration & Optimisation

• Manage and optimise servers, Active Directory/Entra ID, Microsoft 365, Azure, and hybrid cloud environments.
• Ensure high availability, performance, and reliability of client infrastructure.
• Conduct proactive maintenance and system optimisation activities.

Team Leadership & Mentoring

• Support the SysOps Team Lead in day-to-day team management and leadership.
• Mentor and develop L1 and L2 engineers, providing technical guidance, training, and knowledge sharing.
• Conduct technical reviews, 1-2-1s, and contribute to performance feedback and professional development.
• Help foster a culture of accountability, innovation, documentation, and continuous improvement.

Reporting, Metrics & Knowledge Management

• Contribute to defining and tracking team KPIs aligned with business and client goals.
• Develop and maintain custom dashboards and reports (especially in N-able).
• Use data-driven insights to identify trends, recurring issues, and automation opportunities.
• Ensure high-quality documentation and knowledge base ownership across the team.

Service & Project Delivery

• Help manage IT support projects, upgrades, migrations, and deployments.
• Ensure adherence to ITIL principles and defined SLAs.
• Collaborate with other teams (SOC, Consulting, Commercial) to align technical delivery with business needs.
• Participate in strategic and operational initiatives alongside other Support Team Leads.

• 7+ years in IT support or systems administration, with at least 3+ years focused on advanced/L3 technical issues.
• 1–2+ years of experience in a team lead, deputy lead, or mentoring capacity (or strong readiness to step into a second-in-command role).
• Deep hands-on experience with N-able (highly advantageous), Microsoft ecosystem (Intune, Entra ID, M365, Defender), and RMM/automation tools.
• Strong automation and scripting skills (PowerShell and/or Python required).
• Solid understanding of cybersecurity principles, vulnerability management, and cloud/hybrid environments (Azure preferred).
• Experience working in a managed services provider (MSP) environment is a strong advantage.

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• Microsoft Certified: Azure Administrator Associate (AZ-104) and/or Microsoft Certified: Azure Security Administrator Associate (AZ-500) – Highly desired
• Microsoft Certified: Azure Devops Expert
• Microsoft Security Operations Analyst (SC-200) or equivalent.
• ITIL Foundation (or higher) certification.
• CompTIA Security+ or equivalent.
• Additional certifications such as CCSP, CCNA and/or vendor-specific (N-able, Meraki, etc.) are a plus.

• Exceptional technical troubleshooting and problem-solving abilities.
• Strong scripting and automation mindset.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Leadership potential and ability to mentor and develop others.
• Data-driven approach with good analytical and reporting skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Fully fluent in English (spoken and written), with a professional demeanour and high personal integrity.