Job Description
Incident Management & Bridge Call Leadership:
o Step in as the technical SME during major incidents impacting End-User Computing services.
o Lead and guide bridge calls, collaborate with multiple teams, and drive the conversation toward timely root cause identification and resolution.
o Provide technical expertise, identify critical issues, and ensure the resolution aligns with SLAs.
o Document incident timelines and provide post-incident reports with actionable recommendations.
2. Automation & Process Improvement:
o Identify opportunities to automate repetitive tasks within EUC (e.g., software deployment, patching, compliance).
o Implement scripts or tools to streamline workflows and reduce manual intervention.
o Continuously optimize existing processes to improve performance and user experience.
3. Monitoring & Troubleshooting:
o Monitor the health, performance, and security of SCCM, Intune, and VDI platforms.
o Troubleshoot and resolve complex issues in collaboration with other IT teams.
4. Collaboration & Documentation:
o Work closely with cross-functional teams (IT Operations, Security, and Infrastructure) to ensure smooth EUC services.
o Maintain detailed technical documentation, incident runbooks, and process workflows.
o Share technical insights, lessons learned, and best practices with team members.
5. Continuous Learning:
o Stay current with emerging EUC technologies, trends, and automation tools.
o Continuously evaluate the environment and recommend improvements or upgrades.
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