Service Delivery Senior Engineer

PURPOSE

The Service Delivery Senior Engineer – Server and Platform Support provides technical expertise and L2/L3 operational support for the implementation, administration, maintenance, and troubleshooting of server and platform infrastructure. The role manages incidents, service requests, and infrastructure changes to maintain service availability, reliability, and performance in accordance with established service level agreements.

DUTIES AND RESPONSIBILITIES

• Build and maintain strong client relationships through effective communication, technical consultation, collaboration, and customer-focused service delivery.
• Provide technical leadership for server deployment, installation, migration, and configuration throughout project implementation, service transition, and operational support.
• Review and ensure compliance with client Change Management processes, including proper assessment, documentation, approval, implementation, validation, and closure of changes.
• Ensure adherence to company and client policies, security standards, operational procedures, compliance requirements, and regulatory guidelines across all assigned activities.
• Promote a collaborative and high-performing work environment through technical leadership, mentoring, knowledge sharing, accountability, and continuous learning.
• Identify and recommend service improvement opportunities, operational efficiencies, and best practices to enhance service quality, reliability, and customer satisfaction.
• Perform other duties and responsibilities assigned by Management to support operational requirements, business objectives, and continuous service improvement initiatives.

Client Support Scope

Server and Platform Administration

1. Windows Server (Wintel) Administration

• Install, configure, administer, and maintain Windows Server environments.
• Manage servers hosting databases, business applications, and web applications.
• Perform server patching, upgrades, troubleshooting, and performance optimization.
• Monitor server health, availability, capacity, and resource utilization.
• Troubleshoot Windows services, system failures, and application-related infrastructure issues.
• Support IIS web server administration and application hosting requirements.

1. Active Directory and Group Policy Management

• Strong hands-on experience administering Active Directory Domain Services (AD DS).
• Manage user accounts, security groups, Organizational Units (OUs), and access permissions.
• Create, configure, troubleshoot, and maintain Group Policy Objects (GPOs).
• Manage AD security, account policies, delegated administration, and access controls.
• Troubleshoot domain authentication, replication, and Group Policy issues.
• Maintain Active Directory health, security, and availability.

1. Hyper-V Virtualization

• Install, configure, and administer Microsoft Hyper-V environments.
• Manage virtual machines, virtual networking, and virtual storage.
• Support Hyper-V Failover Clustering and High Availability.
• Perform virtual machine migrations, resource allocation, and performance monitoring.
• Troubleshoot Hyper-V host, virtual machine, cluster, and storage-related issues.

1. Storage and Backup Administration

• Administer and maintain enterprise storage solutions, including SAN, NAS, and iSCSI storage.
• Monitor storage capacity, performance, and availability.
• Configure, manage, and monitor server and virtual machine backup jobs.
• Perform backup restoration and recovery testing.
• Troubleshoot backup failures and storage connectivity issues.
• Support disaster recovery and business continuity procedures.
• Experience with Veeam Backup & Replication or equivalent enterprise backup solutions.

1. DHCP and Core Infrastructure Services

• Install, configure, and administer Microsoft DHCP Server.
• Manage DHCP scopes, reservations, exclusions, and options.
• Configure and troubleshoot DHCP Failover and High Availability.
• Troubleshoot IP address allocation and DHCP-related connectivity issues.
• Support DNS administration and Active Directory-integrated DNS services.

1. Infrastructure Operations and Support

• Provide L2/L3 technical support for server and infrastructure incidents.
• Perform root cause analysis and implement preventive actions.
• Execute approved infrastructure changes following change management procedures.
• Maintain technical documentation, system configurations, and infrastructure inventories.
• Coordinate with network, application, database, security, and third-party support teams.
• Participate in infrastructure upgrades, migrations, and improvement projects.

QUALIFICATIONS

A. Minimum Education

• BS Information Technology
• BS Computer Science
• BS Computer Engineering
• BS Information Systems
• BS Electronics Engineering
• BS Electronics and Communications Engineering
• Or equivalent technology-related degree

B. Minimum Experience/Training

• At least three (3) years of relevant experience in implementing, administering, and supporting server and platform solutions.
• Experience in incident and service request management, troubleshooting, and clientfacing technical support.
• Relevant certifications in Microsoft, Microsoft Azure, Veeam, virtualization, storage, backup and recovery, or other related vendor-specific technologies are an advantage.

C. Competency

• Ability to manage multiple tasks and priorities effectively in a fast-paced service environment.
• Strong team player with the ability to collaborate effectively with clients, colleagues, and technical teams.
• Able to work independently with minimal supervision while demonstrating initiative, accountability, and sound judgment.

WORKING CONDITIONS

• Report directly to the assigned FSTG client.
• Be willing to work on a shifting schedule or align with the client’s required working hours.
• Participate in required training and obtain relevant certifications aligned with the role.
• Remain available for incident support and urgent requirements, even outside regular working hours, when necessary.
• Demonstrate flexibility and willingness to be reassigned to other client engagements based on operational requirements.

Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Ability to commute/relocate:

• Makati: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Work Location: In person