Key Responsibilities :

- Identify and escalate critical alarms requiring root access to the standby support team in Germany.

- Execute patching and maintenance tasks on MPC instances without root access, including Grafana-based monitoring.

- Deliver 4th-level global backend support

- Receive and validate support tickets from MPC providers.

- Ensure thorough pre-troubleshooting and log collection.

- Support local MPC providers in issue resolution.

- Coordinate escalations to Omnissa product backend support.

- Manage platform patch installations and UAT validation.

- Contribute to extending Omnissa runbooks based on real-case troubleshooting.

- Support MPC provider certification and recertification processes.

- During night shifts, contribute to :

- Monitoring of SCHIFFL IT's hosted environments

- UEM device testing and configuration documentation

- Development of training and testing material for MPC qualification

Skills & Experience Required :

- Strong self-learning ability and a methodical approach to problem-solving.

- Ability to work independently, reliably, and communicate effectively.

- Excellent English communication skills (written and verbal).

- Readiness and ability to travel internationally, especially to Germany and within India.

Technical Expertise :

Mandatory :

- UEM Administration (preferably Workspace ONE experience including patching and device management)

Preferred :

- Windows and/or Mac device management

- Android/iOS device handling

- Level 2/3 backend support (minimum 2 years), especially log file analysis

- Basic Linux administration skills

- Monitoring tools : Grafana, Loki, Prometheus

- DevOps tools : Jenkins, HashiCorp Stack

Training & Travel Requirements :

- Initial onboarding and training : 4-6 weeks in Hamburg, Germany.

- Follow-up training : 2-3 weeks in India after a month.

- Ongoing exposure trips to Hamburg for cross-team communication and advanced training with Omnissa.

- Biannual training sessions in Bangalore for 1-2 weeks.

Shift Schedule :

- The team will work in shifts to provide round-the-clock global support.

- Initial hires may need to work nights and weekends (Hamburg time) until the full team of six is onboarded.

- Rotation and coverage include buffer for leaves, sickness, or travel.