Windows Operations Engineer (L3)

Essential Roles & Responsibilities

Advanced Ticket Resolution & Escalation

• Take ownership of complex, high‑priority Level 3 incidents, problems, and non‑standard changes
• Lead detailed technical investigations across Windows platforms, identifying root causes and long‑term fixes
• Provide technical escalation support to Level 2 engineers, reviewing investigations and guiding resolution
• Manage tickets through to resolution, ensuring clear communication, accurate documentation, and audit‑ready records
• Support Major Incident Management by providing deep technical expertise and leadership

Windows Platform Engineering & Operations

• Provide advanced support for Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and core system services
• Design and implement permanent fixes for recurring issues and systemic weaknesses
• Lead complex patching, upgrade, and remediation activities
• Oversee backup, restore, and recovery activities, including recovery testing where required
• Support platform hardening and security remediation activities

Managed Services & Continuous Improvement

• Operate within a managed services framework, ensuring adherence to operational standards, runbooks, and change controls
• Identify trends, risks, and improvement opportunities across the Windows estate
• Contribute to problem management, post‑incident reviews, and service improvement initiatives
• Develop and maintain operational documentation, knowledge articles, and technical runbooks
• Mentor and support Level 2 engineers, improving capability and consistency across the team

Financial Services & Regulatory Compliance

• Ensure all operational activities comply with security, data protection, and regulatory requirements for financial services customers
• Maintain audit‑ready evidence for incidents, changes, and remediation actions
• Support compliance reviews, audits, and customer assurance activities
• Ensure operational resilience and service continuity considerations are embedded in technical decisions

Governance & Reporting

• Provide detailed technical input into service reporting, incident reviews, and governance forums
• Track and manage technical risks, issues, and actions related to Windows platforms
• Support SLA, KPI, and service performance reporting
• Ensure documentation and records meet governance and audit standards

Teams to Collaborate With

• Service Desk - Provide technical guidance and escalation support
• Service Assurance / NOC- Coordinate incident response and monitoring
• Infrastructure, Cloud & Platform Teams- Collaborate on complex issues and improvements
• Security & Compliance Teams- Support secure and compliant operations
• Customer Experience & Managed Service- Ensure customer outcomes are met