Technical Architect

Job Description – L3 Managed Service Engineer/Technical Architect (On-site)

Oct 29, 2026 · @Abdul Halim

Position overview

The L3 Managed Service Engineer is the highest technical escalation point for our managed services across public cloud (AWS, GCP, Azure) and private cloud (Broadcom VMware, Red Hat OpenShift). You own major incidents and problem management, design and approve technical solutions and changes, set automation and IaC standards (Terraform, Ansible, CloudFormation), and drive service improvement for customers. You lead and develop the L1/L2 team and act as the technical counterpart to customers and vendors.

Key responsibilities

Major incident and problem management

• Act as final technical escalation for incidents L2 cannot resolve and own P1/P2 major incidents end to end.
• Lead technical bridge calls and coordinate network, security, application, customer and vendor teams.
• Own problem management: lead deep-dive RCA, identify systemic causes and drive permanent fixes.
• Review and approve L2 RCA reports before they go to customers.
• Engage vendors at senior level (AWS, Google, Microsoft, Broadcom, Red Hat, Palo Alto) and manage critical vendor cases.

Change, architecture and design authority

• Review and approve high-risk and complex changes as technical CAB member, including rollback and risk assessment.
• Design and validate solutions for new customer onboarding, migrations, upgrades and environment expansions.
• Define reference architectures and hardening baselines for public and private cloud environments.
• Assess architecture for resilience, security, performance and cost, and recommend improvements.

Public cloud (AWS, GCP, Azure)

• Provide expert support for complex compute, storage, networking and identity issues across all three clouds.
• Design and troubleshoot hybrid and multi-cloud connectivity: Transit Gateway, Direct Connect / Cloud Interconnect / ExpressRoute, VPN, DNS.
• Own backup, DR and high-availability strategy, and lead DR tests.
• Lead security posture and compliance remediation, and support audits.
• Drive FinOps reviews and cost optimization recommendations for customers.

Private cloud (Broadcom VMware, Red Hat OpenShift, others)

• Act as expert for VMware vSphere, VMware Cloud Foundation, vSAN and NSX: design, upgrades and complex troubleshooting.
• Plan and lead Red Hat OpenShift cluster upgrades, capacity expansion, storage and networking (SDN, ingress) design.
• Lead lifecycle management: version roadmap, compatibility (HCL), firmware and end-of-support planning.
• Design and lead workload migrations between private and public cloud.

Automation and Infrastructure as Code

• Define automation and IaC standards, module structure, Git branching and code review practices.
• Build and review advanced Terraform modules, Ansible roles/collections and CloudFormation templates.
• Identify automation opportunities from incident and request trends, and assign and review work by L2.
• Own CI/CD pipelines for infrastructure and policy-as-code / security checks.

Service management and customer engagement

• Act as technical owner for assigned managed service customers and attend service review meetings.
• Present incident trends, RCA, capacity and improvement plans in monthly service reports.
• Ensure SLAs/SLOs are met and drive continual service improvement (CSI) plans.
• Support pre-sales and onboarding with technical scoping, effort estimates and transition plans.

Team leadership and knowledge management

• Lead, coach and technically develop L1 and L2 engineers; run technical training and knowledge sessions.
• Own and approve runbooks, SOPs and the knowledge base.
• Define escalation criteria and quality standards for L1/L2.
• Contribute to hiring, skills matrix and certification plans for the team.

Qualifications

Required

• Bachelor's degree in Informatics, Computer Science, Information Systems or a related field (or equivalent experience).
• 6+ years in cloud, infrastructure or managed services, including at least 2 years at L3 / senior or technical lead level.
• Expert, hands-on experience with at least two of AWS, GCP and Azure, and strong working knowledge of the third.
• Deep experience with Broadcom VMware (vSphere, vCenter, vSAN, NSX) and Red Hat OpenShift or enterprise Kubernetes.
• Advanced Terraform and Ansible skills; strong AWS CloudFormation knowledge; experience setting IaC standards.
• Expert networking knowledge: routing (BGP), VLAN, VPN, load balancing, DNS, hybrid connectivity and firewalls.
• Expert Linux administration and strong Windows Server knowledge.
• Strong scripting (Python, Bash or PowerShell) and Git/CI-CD practices.
• Proven experience leading major incidents, problem management and CAB processes (ITIL v4).
• Experience in customer-facing managed service delivery, including service reviews and SLA reporting.
• Willing to work on-site and join the L3 on-call rotation.
• Excellent communication in Indonesian and English, written and verbal, including executive-level reporting.

Preferred

• Experience with VMware Cloud Foundation design and upgrade projects.
• Experience with GitOps (Argo CD), Helm, service mesh and container security.
• Experience with observability platforms (Prometheus, Grafana, ELK, Datadog, Dynatrace) and SRE practices.
• Palo Alto or other next-generation firewall design and administration.
• Experience with other private cloud / virtualization platforms (OpenStack, Nutanix, Proxmox).
• Experience with FinOps, security frameworks (CIS, ISO 27001) and audit support.

Certifications (a plus)

• AWS Certified Solutions Architect – Professional or DevOps Engineer – Professional
• Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
• Google Cloud Professional Cloud Architect
• HashiCorp Certified: Terraform Associate / Professional
• Red Hat Certified Architect (RHCA) or Red Hat Certified Engineer (RHCE) with OpenShift Administration (EX280)
• VMware Certified Advanced Professional (VCAP) or VCP-DCV / VCF
• ITIL 4 Foundation or higher

Soft skills

• Commands major incidents with clear direction and calm decision-making.
• Strong analytical and systems-thinking skills for complex, cross-domain problems.
• Trusted advisor to customers; explains technical issues to non-technical stakeholders.
• Mentors and grows engineers; raises the team's technical standard.
• Owns outcomes and drives continual improvement.

Working conditions

The role is on-site during business hours, with an L3 on-call rotation that backs up the 24/7 L1/L2 shift teams.

• Standard working hours: Monday to Friday, 08:00 – 17:00 WIB.
• L3 on-call rotation for P1/P2 major incidents outside business hours, including weekends and public holidays.
• Attends night or weekend change windows for high-risk changes, upgrades and migrations.
• May be assigned to customer sites for service reviews, assessments and critical incidents.
• Escalation path: L1 Cloud Engineer → L2 Cloud Engineer → L3 Managed Service Engineer → Vendor support / Cloud Architect.
• Must follow data center physical security, customer security and change management policies.

Key performance indicators

• Major incident MTTR and SLA compliance for L3-owned incidents.
• Problem records closed with permanent fixes; reduction in repeat incidents.
• RCA reports delivered to customers within the agreed time and accepted without rework.
• Change success rate for complex and high-risk changes.
• Automation coverage and hours saved across the team through IaC and runbook automation.
• Customer satisfaction (CSAT) and outcomes of monthly service reviews.
• Team capability growth: L2 escalation rate to L3, certifications achieved, knowledge base quality.

What we offer

• Competitive senior salary plus on-call and overtime allowances.
• Health insurance and BPJS Kesehatan / Ketenagakerjaan.
• Paid professional-level certifications (AWS, Azure, GCP, HashiCorp, Red Hat, VMware, ITIL).
• Career path to Cloud Architect, Technical Service Manager or Head of Cloud Operations.
• Technical leadership across multiple customers on public and private cloud.