L2 Infrastructure Engineer (Contract, East)

Deliver Service Operations support to both internal and external customers in alignment with contractual terms and established Service Level Agreements (SLAs). Maintain and ensure the optimal performance of all systems and products managed by the Service Operations team. Serve as the single point of contact (SPOC) for customers when required, coordinating with internal resolver teams, the Service Desk, and customers to ensure timely intervention and high-quality service resolution within defined SLAs. Provide top-tier incident and problem management support, coordinating resolutions with the appropriate technical teams. Minimize service restoration times by escalating issues to specialized resolver groups both within and outside the organization, in accordance with SLA and monitoring policies. Oversee the replacement of faulty equipment, ensuring the availability and timely replenishment of spare parts as per the defined sparing policy. Uphold the highest operational standards across t...