Spirit Managed Services is now branded Infotrust. Cyber Emergency Number 1300 554 798 IT Support Number 1300 007 001 L3 Senior Engineer (Infrastructure/Azure) Sydney, NSW The L3 Senior Engineer is accountable for resolving incidents requiring deep technical expertise, managing operational tooling that enables service delivery, systematically building lower-tier capability to reduce escalation dependency, and delivering billable technical work including project assignments and specialist service requests. The role exists to address issues beyond L2 scope, maintain platform stability, transfer knowledge and capability downward through the support tiers, and contribute technical expertise to client onboarding and infrastructure deployment projects. The role strengthens the service system by enabling L1 and L2 teams to resolve increasingly complex work independently, eliminating repeat escalations through permanent solutions and capability transfer, maintaining the operational health of service delivery platforms, and ensuring seamless handover of project deliverables to support teams. Decisions made at L3 directly influence platform stability, team self-sufficiency, client confidence, and the sustainability of delivered solutions. Key Accountabilities Operational Service Delivery
- Assigned incidents are resolved within SLA through systematic diagnosis and deep technical expertise.
- Solutions address root causes permanently rather than applying temporary workarounds.
- Resolution approaches enable future lower-tier resolution through knowledge capture, automation, process refinement, or access provisioning.
- Major incidents reach swift resolution through authoritative technical direction and effective stakeholder communication.
- Billable service requests (IMACs)



requiring specialist knowledge are delivered within agreed timeframes with accurate billing/timesheeting records.
- Escalation decisions maximise internal resolution capability whilst recognising appropriate boundaries for vendor engagement.
- Clients receive clear, technically accurate explanations of changes, root causes, and expected outcomes.
- Platform stability is maintained through proactive monitoring, preventative actions, and early identification of potential failures.
- May be required to participate in on-call rotation to provide after-hours support for escalated incidents and maintain service continuity Project Delivery
- Project technical deliverables meet quality standards and timeline commitments.
- Managed services operations remain unaffected by project go-lives through complete knowledge transfer and adherence to handover requirements.
- Post-deployment early life support enables sustainable transition to BAU through systematic pattern capture and knowledge transfer.
- Project time is accurately logged with sufficient detail to support client billing and budgetary accountability Presales & Solution Feasibility
- Proposed solutions are assessed for technical feasibility, operational supportability, and alignment with existing platform capabilities.
- Technical discovery sessions are supported with deep platform expertise to ensure accurate scoping of client environments, risks, and integration requirements.




- Effort and complexity estimates for project scoping and quoting reflect realistic technical assessment rather than optimistic assumptions.
- Client-facing presales engagements are supported with professional technical representation that builds client confidence in delivery capability Platform Operational Ownership
- Service delivery platforms (RMM, monitoring, backup, security tools) remain operationally stable and effectively support managed services delivery.
- Customer organisations, policies, and platform configurations enable effective service delivery and meet operational requirements.
- Platform health and effectiveness are maintained in collaboration with Tools Lead, ensuring alignment with service delivery needs.
- Platform deficiencies and capability gaps are identified early and escalated with complete context to enable strategic resolution. Change Management
- All customer environment changes are properly assessed, approved, documented, and communicated before implementation.
- Service disruption is minimised through effective change planning, risk assessment, and rollback capability.
- Platform-level changes meet documentation standards, security protocols, and audit requirements.
- Emergency changes during P1/P2 incidents balance immediate remediation needs with proper governance and documentation. Professional Development & Continuous improvement Problem Management
- Repeat escalations and systemic issues are eliminated through root cause analysis and implementation of permanent solutions including process changes, tooling enhancements, automation, and knowledge capture.
- Systemic failures are identified and addressed to prevent recurrence Personal Performance & Prof

📌 Senior Engineer (Sydney)
🏢 Infotrust (AU)
📍 Sydney