[Hiring] Infrastructure Support Escalation Engineer @Capgemini

Role Description

As an Infrastructure Support Escalation Engineer – Tier 3, you will be a key technical authority within our Collaboration Technology Group, ensuring the availability, stability, and performance of enterprise-grade cloud and data center infrastructure. This is a high-impact role within a global 24x7 environment where your expertise will directly shape customer outcomes.

• Ensuring 24/7 availability of the production environment, leading daily operations and serving as the first point of escalation for all priority incidents and changes, driving issues through to full resolution within agreed SLAs.
• Owning the root cause analysis process for major incidents, developing and authorising Methods of Procedure (MOP) documents, and providing advanced troubleshooting and diagnosis of complex infrastructure issues across network, compute, storage and virtualisation platforms.
• Collaborating closely with design and engineering teams to align infrastructure implementation with product and project requirements, while contributing to continuous improvement initiatives and process optimisation.
• Participating in Change Advisory Board (CAB) review meetings, engaging with internal and external stakeholders at all levels to understand business needs and ensure solutions are fit for purpose.
• Providing technical mentorship and systems training to peers, sharing knowledge across the team and demonstrating technical leadership in troubleshooting scenarios across video, web conference and chat.

Qualifications

• A minimum of 8 years of experience in Data Centre and Network environments, ideally within a Network Operations Centre (NOC) or Technical Assistance Centre (TAC), with strong hands-on expertise in VMware, Cisco UCS, Nexus devices, and HyperFlex solutions.
• Deep technical knowledge of Data Centre networking technologies including overlay technologies (VXLAN, BGP EVPN, ACI), L2/L3 protocols (VPC, STP, HSRP, OSPF, EIGRP, BGP), and virtualisation platforms including VMware vSphere and container environments.
• Proven ability to manage and resolve complex incidents and problems in a fast-paced, global environment, with a solid understanding of the ITIL framework across Event, Incident, Change, Service Request and Problem Management.
• Strong communication and interpersonal skills, with the confidence to engage executive-level stakeholders, lead technical discussions, and deliver exceptional customer experiences in a multinational setting.
• Bachelor's degree in a technical field or equivalent practical experience; CCIE Data Center or CCIE Routing & Switching certification is a plus, as is experience with scripting and automation tools such as Python or Ansible.

Benefits

• Free access to learning platforms, including world-class learning assets and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google, and many more.
• Dedicated innovation labs to help the world's largest innovators engineer the products and services of tomorrow by leveraging our experts and labs, dedicated to topics such as 5G, 6G, AI, Autonomous Vehicles and Quantum.
• Career acceleration programs, providing support in your career at every stage with award-winning programs such as our leadership development program, Connected Manager, to accelerate your growth and develop your expertise.