Subject Matter Expert, L3, Singapore, Data Centre Technical Operations

About the Role

On behalf of one of our clients – an established international IT infrastructure services company –

we are recruiting a Subject Matter Expert (Level 3) based in Singapore. The role serves as a senior

technical authority within the client's service operations.

Basic Function

The primary functions of the Subject Matter Expert (Level 3) are:

• Provide advanced technical ticket advice and instruction to the engineering staff.

• Actively work complex cases that cannot be adequately worked or resolved by L1 and L2

engineers.

• Provide external and internal leadership on complex and/or problem tickets.

• Work all assigned tickets when in overflow or short-staffed situations.

• Provide timely, accurate, and unambiguous updates to the ticketing system.

• Continually increase breadth and depth of technical knowledge in one or more of the

targeted service-offering platforms (Dell, Lenovo, HPE, Cisco).

SMEs are also required to perform the duties of Level 2 Engineers, Training Coordinator, QA

Engineer, Duty Manager, and Escalations Manager.

Subject Matter Expert Responsibilities

• Perform Dell, Lenovo, and HPE log review for fault analysis.

• Troubleshoot complex technical problems relating to servers, storage, network, and

software, and be proficient in the use of a variety of troubleshooting tools, such as TSR files

and Service Data outputs.

• Assist customers and Field Engineers with installing software releases, firmware updates,

patching and upgrading operating systems, and restoring file systems.

• Read and analyse Red Hat, VMware, and vSAN logs and reports.

• Coordinate with vendors, OEMs, and internal engineering teams to resolve complex issues.

• Combine excellent customer-facing skills with a high degree of technical proficiency.

• Serve as a final escalation point (SME) for high-impact and business-critical incidents.

• Provide backline escalation support to ensure timely resolution of critical customer issues.

1• Create and maintain technical documentation, procedures, and knowledge base articles.

• Demonstrate leadership during team problem-solving efforts and mentor junior team

members.

• Contribute to the creation and improvement of technical training programs designed to

strengthen internal staff capabilities.

• Participate in customer review calls with Service Delivery Management and Sales, as

required.

• Be familiar with industry-standard concepts, practices, and procedures.

• Participate in on-call rotation for 24/7 service coverage.

Leadership and Management

• Has excellent interdepartmental working skills to satisfy clients and achieve company goals.

• Offers constructive criticism and solutions to improve company performance and increase

customer satisfaction.

• Mentors and develops technical staff on effective customer skills (“fix the customer”), as well

as teaching and correcting staff to more efficiently troubleshoot technical problems and

follow proper process and procedures.

• Exercises good judgment and caution when recommending the use of replacement parts

(especially parts with a high cost) or engaging expensive logistics resources.

• Identifies wasteful or inefficient practices and other unnecessary expenses.

• Strives to prevent escalations and assists teams to mitigate customer service issues.

• Actively participates in the development of technical training programs used to develop

internal staff.

• Recognises situations requiring a service-call escalation and follows proper escalation

procedures.

• Leads by example through accountability, professionalism, and consistent follow-through on

commitments.

• Builds trust with customers, peers, and leadership through clear communication,

transparency, and reliability.

Qualifications

• Bachelor's degree in a related field, or equivalent certifications, and 5+ years of related

experience.

• 5–7 years of technical experience supporting data centre products, i.e. servers, storage,

networking, operating systems, and layered products.

• Experience focused on log review, error discovery, and component remediation.

• Multi-vendor UNIX, VMware, and Windows OS experience preferred.

• Aptitude and inclination to learn to support new products.

• Strong customer-facing skills.

• Good presentation and public speaking skills.

• Ability to develop, document, and communicate clear, thorough action plans, technical

procedures, and customer-facing documentation materials.

• Thorough understanding of entitlement and SLA statuses related to service contracts,

response commitments, and coverage levels.