L2 Windows Operations Engineer
Location: Any Genpact Locations
Experience: 5-13 years
Only Immediate Joiners.
Mandatory Skills:
- SCCM or Intune or Entra ID or AD
- PowerShell, and familiarity with Bash or Python scripting
- Digital Experience Monitoring
We are Level 2 (L2) Windows Operations (WinOps) support team, to provide high-quality operational support and issue management for Client's Windows-based end-user environment.
Responsibilities
- Proactive Monitoring & Analytics: Leverage telemetry to detect issues early and improve the end-user experience.
- Incident and Problem Management: Triage and resolve issues efficiently; contribute to root cause analysis and long-term fixes.
- Operational Task Execution: Handle Windows OS patching, compliance enforcement, and technical debt remediation.
- Automation Support: Drive automation in alerting, escalation, and issue resolution with collaboration from engineering teams.
- Cross-Functional Contributions: Support security risk management, application control, asset management, and AI-based automation initiatives.
- Execution of monthly & ad-hoc Windows patching cycles.
- Ensuring security compliance assurance on endpoints.
- Management and remediation of technical debt areas.
- Continuous monitoring of performance dashboards and alerts.
- Real-time identification and troubleshooting of issues/anomalies.
- Handling L2 escalations from the Service Desk (Incident Management).
- Performing initial diagnostics and providing remediation steps.
- Managing L2 operational tasks currently handled by L3.
- Developing and refining troubleshooting procedures, SOPs, and playbooks.
- Knowledge sharing and training (internally and potentially L1).
- Generating and escalating reports (e.g., to L3, management)
Preferred Qualifications/ Skills
- Strong expertise in Microsoft Windows Ecosystem: Intune, Entra ID, SCCM, AD
- Proficiency in PowerShell, and familiarity with Bash or Python scripting
- Experience with Digital Experience Monitoring (e.g., Aternity, Endpoint Analytics)
- Solid grasp of incident/problem management best practices
- Awareness of security compliance and endpoint risk management
- Effective technical troubleshooting and diagnostics
- Strong documentation skills (SOPs, knowledge articles)
- Familiarity with AI Copilots or virtual agents for automation workflows
