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

Responsibilities

- 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

The ideal candidate should possess:

- 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