EUPS Engineering and Automation Lead at Recru-IT

Role Purpose:
As the Engineering & Automation Lead, you will be responsible to provide and manage End User Device Management platforms. This includes provision of platform services, such as SCCM and MEM (Microsoft End-Point Manager), for both physical devices (which can be within the company office “on the secure LAN,” or at Work-from-Home” locations) and Virtual Desktop (VDI / DaaS services.

• You will be responsible for the relationship with vendors providing engineering and automation services to SGT: EUPS and will need to lead and drive innovative solutions and optimization initiatives, identify automation, user self-service and other improvement opportunities.
• You will work closely with the End User Support team (a separate team providing 1st and 2nd level support) to provide to deliver end-user focused services that meets and exceeds user expectations, including 3rd level support.

Our End User infrastructure environment encompasses primarily a Windows-based environment, with Windows 10, VM Ware VDIs, SCCM, Intune and MEM to manage the environment, supported by various other tools and technologies to manage the overall environment.

Qualifications:

• Grade 12
• Graduate degree in the field of Information Technology

Experience:

• Minimum 5 years of Technical Microsoft End User operations, oversight function, risk measurement, or managed end user governance
• Strong knowledge of System Centre Configuration Manager (SCCM / End-Point Manager / Intune) and your technical knowledge will cover all aspects of maintaining healthy end user devices (Desktops, Laptops & Virtual desktops)
• Scripting and automation knowledge – or development skills - will be a great advantage
• Knowledge of the Microsoft Office 365 stack of tools, specifically MS Teams, OneDrive for Business, and even Exchange/Outlook, SharePoint, and Yammer, will be to your advantage
• You should be capable of defining MDM/MAM and Conditional Access policies to manage and protect the company applications and data on mobile or untrusted devices
• Our focus on our people is key and we’d like you to provide evidence of your experience of developing others either through coaching or mentoring
• You will have direct experience of working collaboratively with suppliers the company uses the ITIL Service Management framework.
• A good understanding of these principles and processes will be to your advantage
• We’ll want you to drive the analysis, identification, prioritization and implementation of improvements and efficiencies to ensure that the organization derives maximum value from our services
• You may get involved in physical asset management, working closely with our Procurement and Asset Management team to provide new, innovative methods of managing End User Assets through its life cycle You’ll have experience in developing plans of action and delivery based on milestones. Some Project management experience would be a positive for this opportunity
• You will be familiar with organizational change management including end user training
• Demonstration of where you have documented information relating to the assets including identification, classification and specification of all items, and information related to storage access, versions would be positive
• Experience in the automation of processes and how to figure out costs and benefits of new approaches and leading change or assisting implementation where needed

Responsibilities:

• Outputs Contribute to the company End User Platform Services Strategy Your primary responsibility will be to provide and maintain technical infrastructure and 3rd-level support for our internal end users across their Windows 10 environment.
• This includes taking ownership of all aspects of managing a device through its life cycle, utilizing Microsoft technologies (SCCM / MEM), from creating modern application installation scripts & building/installing a device, through applying technical and security policies to devices until termination and decommission of a device.
• You will be responsible to ensure proper End User Device security is implemented and maintained, including regular monitoring, and reporting on such implementations, and promptly investigating and rectifying any issues that may occur
• You’ll take responsibility for understanding end user platform requirements, collecting accurate data (MIS), delivering analysis and problem resolution
• You will be responsible for ensuring the accuracy of End User-related data, collected through various forms, and collated into a central Data repository, providing analysis and reporting capability through existing Visualization & Analytics tools (in conjunctions with various other supporting teams)
• You will be responsible to drive innovative thinking with regards to existing processes, adapting to new Work-from-Home requirements, the automation of processes and End User Self-Service capabilities, always improving the End User experience
• You will be responsible, together with the architect, service management, security, and other teams to ensure solutions, configuration items, processes and associated items are documented, and processes followed correctly
• You will be responsible to identify risks in the environment, and drive initiatives to mitigate such risks, aligned to the company acceptable risk tolerance and risk management process.
• You’ll own 3rd line technical issues and proactively resolves any issues ensuring that technical solutions continue to meet business requirements and work closely with the SGT architecture team to provide solutions and options for future proofing against these issues
• You will become a point of contact for our 3rd party suppliers for EUPS-related services (focused on Engineering services)
• Create, implement, and own the End User Platform governance framework, supported by the architecture function
• Work with other stakeholders in the company Technology to create processes and controls, along with governance policies and standards
• Define indicators of performance and quality metrics to ensure compliance with requirements, including management of the SLAs with third-party vendors containing such metrics
• Synthesize complex issues/scenarios into easy-to-understand concepts and “storytelling”
• Communicate effectively (verbal and written) with senior stakeholders
• Work independently with light to moderate supervision in various areas of responsibility
• Collaborate among a variety of business units in a fast-paced, dynamic environment
• Lead by example, engaging hands-on in complex End user challenges
• Remove blockers to ensure tasks completion
• Drive deliverables to completion independently