Third Line Support Engineer

- Own and resolve complex, escalated incidents and problems from Level 1/2 support, ensuring rapid diagnosis and permanent fixes - Provide deep technical troubleshooting across servers, networks, cloud platforms, virtualisation (VMware), container orchestration (Kubernetes), and Progress OpenEdge databases - Perform root-cause analysis on recurring or high-impact issues and implement preventive measures - Maintain high availability of critical systems through proactive monitoring, patching, updates, and performance tuning - Design, implement, maintain, and support virtualised environments (VMware) and containerised workloads (Kubernetes) - Manage and optimise core business systems, including Progress OpenEdge databases – monitoring, backups, tuning, and recovery - Ensure infrastructure is secure, well-documented, compliant with security standards, and regularly patched/updated - Support disaster recovery, business continuity planning, and testing of backup/restore procedures - Lead or contribute to infrastructure-related projects, upgrades, migrations, and new technology deployments - Define technical scopes, coordinate with internal teams and external vendors, and ensure delivery on time, within budget, and with minimal operational impact - Collaborate across departments to integrate new systems and minimise disruption - Act as escalation point and mentor for Level 1/2 support engineers, sharing knowledge and providing technical guidance - Assist in developing and refining SLAs, KPIs, and support processes to drive continuous improvement - Contribute to the knowledge base with detailed resolution articles and best practices - Identify and mitigate infrastructure risks and vulnerabilities - Ensure adherence to security policies, standards, and regulatory requirements - Work with vendors and partners on advanced support, patching, and security remediation