L3 Platform SME / Technical Lead

Role Purpose

Own the overall operations, stability, availability and technical governance, while serving as the highest technical escalation point for incidents, integrations, performance and continual service improvement.

Key Responsibilities

• Own end-to-end platform operations, service health and operational governance.
• Lead P1/P2 incident resolution, technical bridges, root-cause analysis and preventive actions.
• Govern SSO and identity integrations, including Microsoft Entra ID Enterprise Applications.
• Oversee SSL/TLS certificate lifecycle, DNS dependencies and related service continuity controls.
• Define monitoring, alerting, capacity, backup, restoration and HA/DR readiness practices.
• Coordinate with OEM/vendor, cloud, network, database, security and infrastructure teams.
• Maintain architecture-aligned SOPs, runbooks, escalation paths and knowledge articles.
• Identify automation opportunities and guide scripting-based operational improvements.
• Review changes, upgrades and major maintenance activities for risk and production readiness.

Mandatory Skills

• Hands-on support or administration experience with an enterprise chat/collaboration platform.
• Linux administration and Kubernetes/OpenShift administration.
• SSO technologies and protocols, including SAML, OAuth 2.0 and OpenID Connect.
• Microsoft Entra ID and Enterprise Applications.
• SSL/TLS certificate management and DNS administration/troubleshooting.
• Monitoring and observability for production platforms.
• ITIL-aligned Incident, Problem and Change Management.
• Vendor and cross-functional technical coordination.

Good-to-Have Skills

• PostgreSQL administration.
• Load balancer administration.
• PowerShell and Bash/Python scripting.
• API integration troubleshooting.
• Backup and recovery operations.
• HA/DR planning and testing.
• Capacity planning.

Qualifications

• Graduate degree in Engineering, Computer Science, Information Technology or a related discipline.
• Relevant ITIL certification is preferred; practical adherence to ITIL processes is essential.

Expected Competencies

• Strong ownership and structured problem-solving.
• Ability to lead high-severity incidents and communicate clearly with stakeholders.
• Sound judgement on operational risk, change readiness and escalation.
• Ability to mentor L1/L2 resources and drive knowledge transfer.