Project Role : Application Support Engineer

Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills : Microsoft Windows Desktop Management

Good to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

End User Computing is responsible for the daily management and operations of all end user devices and peripherals equipment. Responsibilities also include the design, architecture and management of the end user computing platform, developing and maintaining technology standards based on industry best practices, managing a technology roadmap, and proposing and developing new solutions based on business strategy. The Manager will work with the broader IT and business organization to deliver solutions, serve as a subject matter expert in end user computing technology, manage governance and compliance to the standards, and drive focus on delivering an excellent customer experience.

Key Responsibilities:

Overseeing the end-to-end delivery process of services, ensuring that they are delivered according to agreed-upon service level agreements (SLAs) or key performance indicators (KPIs). Monitoring service performance and taking necessary actions to meet or exceed service targets.

Plan, engineer, test and implement robust and cost-effective computing environments, exploiting emerging technologies to provide compelling client solutions to our business users and improve client service, perception, and satisfaction.

Develop and manage a clear and concise engineering plan, based on provided architectural documents, for the Client Computing platform.

Communicate and justify recommendations and plans to management and user communities.

Assist with the evaluation and characterize software products and technologies and provide recommendations regarding selection and adoption, backed by rigorous analysis and justification.

Assist with conducting proof-of-concepts (POCs) and pilots for new products and technologies, analyze the value and impacts from technical perspectives, and effectively communicate results and recommendations.

Advise, collaborate, and possibly lead business divisions and IT partners in projects to enable users and applications to take full advantage of new / enhanced solutions.

Advise, collaborate, and lead application solution delivery groups in design and development of business solutions incorporating new and/or approved technologies, by contributing to engineering decisions, and characterizing designs and implementation approaches in a controlled environment to ensure they meet desired operational goals (performance, stability, scalability, usability, manageability etc ).

Lead team responsible for aspects of IT Infrastructure, examples Network, Operating Systems, Identity, Applications, Voice, Virtualization, both on-premise and in Cloud.

Organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations.

Measure, monitor, and maintain team s ability to meet or exceed contact and resolution SLA.

Deep knowledge of and extensive experience with Microsoft s enterprise platform.

Demonstrated leadership in developing and propagating best practices for management of enterprise systems through the full lifecycle from planning to retirement.

Demonstrated ability to manage multi-disciplinary project teams in high-stress environments with strict time and resource constraints. Formal qualification in project management is a big advantage.

Demonstrated ability to manage and direct senior professionals, and to provide coaching and mentoring to help them realize their potential and to maximize their value to the organization. Strong analytical and decision-making abilities.

Approaches opportunities and issues with an optimistic, action-oriented, and solution-based approach.

Engagement with Project team for SOP, RACI, SRT, SOP type document creation and KT process.

Coordinate and manage installations, upgrades, changes, and integrations including test design, execution and support.

Develop timelines, work estimates, cost projections, and manage projects to approved guidelines review and consult on design and technical approach of projects to ensure consistency.

Participate in the review of software procurement plans for compliance with IT standards and architectural decisions.

Provide analytical and programming support and planning for IT projects, initiatives, and systems.

Ensure change management protocols maximize benefit and alleviate.

Manage use of corporate funds including budgeting, financial management, and reporting. Identify opportunities to achieve administrative efficiencies while maintaining service.

Provide capacity planning, forecasting, and budgeting of equipment, software, service, and End User license needs to support Information Technology and our Business partners.

Review software procurement plans for compliance with IT standards and architectural decisions.

Conduct vendor negotiations to contain or reduce contract services expense and/or one time purchase expense OTHER.

Technical Experience:

Strong understanding in BYOD and COD, WCD (Configuration Designer), Autopilot, Auto-Enrolment, Auto-Enrol with GPO via AAD or ADFS, Autopilot Hybrid, Dual management with Intune and SCCM

Direct systems design, programming, implementation and modification activities in the area of End User Computing, in conjunction with Team Leaders, other IT technical managers, users, and management.

Analyze design and architectural issues pertaining to End User Computing services and adjust design to solve problems in a dynamic environment align business requirements with enterprise technology alternatives and options. Provide

perspective on leading industry trends and recommend new and emerging technologies.

Optimize desktop infrastructure through virtualization technologies and provide Subject Matter Expertise (SME) input into solution design, and optimization for end user productivity solutions.

Oversee the management of a high performing end-user desktop environment including virtual desktops, laptops, desktops, thin clients and all application delivery to those computing environments.

Work with Information Security Services and Corporate Integrity to maintain system and application securities.

Professional Attributes:

Ability to work independently and make decisions with little direct supervision.

Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.

Educational Qualification :

Bachelor s Degree / Diploma in Engineering / Computer Science

Experience in providing voice based Technical Support is desirable.

Experience of working with global customers is an asset.