PC Domain Expert

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.