L2/L3 Windows Operations Engineer

This role is within the IT Infrastructure & Operations area, supporting Windows Server environments in the pharmaceutical industry.

• Strong experience administering Windows Server (2016/2019/2022/2025) environments.
• Good understanding of Active Directory, DNS, DHCP, Group Policy, IIS, Windows Services, Event Logs, and Windows networking.
• Hands-on experience with Azure Arc, Azure Update Manager, SCCM, antivirus, 3rd party application and security baselines, SCOM, Netmon, and ServiceNow.
• Experience supporting hybrid infrastructure across on-premises and Microsoft Azure.
• Awareness of VMware ESX, vCenter, or Hyper-V environments and operating server storage.
• Strong troubleshooting, analytical, communication, and documentation skills.
• Working knowledge of ITIL Incident, Problem, Change, and Request Management processes.
• Ability to work in a 24/7 enterprise environment.

Nice to have:

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
• Microsoft Azure Administrator, Windows Server, and/or ITIL Foundation certifications are preferred.

• Provide Level 2 support for Windows Server environments (Windows Server 2016/2019/2022/2025) across on-premises and public cloud.
• Monitor server health, availability, and performance using SCOM and Netmon, responding promptly to alerts and incidents.
• Perform troubleshooting, root cause analysis (RCA), and resolution of OS, server, and infrastructure-related issues while meeting SLA commitments.
• Execute Windows Server patching using Azure Update Manager (Azure/Azure Arc-enabled servers) and SCCM (on-premises servers), ensuring patch compliance and successful deployment.
• Handle Incidents, Service Requests, Problems, and Changes through ServiceNow following ITIL best practices.
• Collaborate with infrastructure, cloud, application, and security teams to resolve cross-functional issues.
• Identify opportunities to automate repetitive operational tasks using automation tools and programming languages.
• Develop and maintain operational runbooks, SOPs, and knowledge base articles to improve support efficiency and knowledge sharing.