Description :

The Subject Matter Expert will lead and provide deep expertise in deploying, managing, and optimizing Windows Operating Systems for end-user devices. This role demands extensive experience with deployment tools, patch management, software packaging, and comprehensive desktop management at a global scale. The SME will also drive process improvements and act as a technical escalation point..

Responsibilities :

- Over 7 years of demonstrated expertise in Desktop Management and software distribution for Windows environments.

- Own administration and optimization of enterprise-grade software deployment tools - SCCM, and advanced software packaging systems.

- Oversee mass software distribution, ensure high success rates of deployments, and lead troubleshooting of failed deployments.

- Manage end-to-end patching processes globally, including application and third-party patching, ensuring compliance and security.

- Monitor and enforce security policies regarding antivirus and endpoint protection software on all desktops, proactively addressing non-compliance.

- Lead complex Windows 10/11 issue resolution and provide expert guidance on desktop management challenges.

- Lead root cause analyses (RCA) for major incidents and implement preventive measures to eliminate recurrence.

- Participate and lead triage calls and major incident responses with stakeholders.

- Research, evaluate, and implement new technologies and infrastructure solutions for continuous improvement.

- Automate tasks and processes efficiently through advanced scripting, primarily PowerShell and Python.

- Provide frequent, insightful reports and updates to technical leadership and business stakeholders.

- Lead and mentor junior team members in troubleshooting, incident management, and process adherence.

- Serve as a key contributor to ITIL-based process improvements and maintain strong ITSM compliance.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field preferred.

- Extensive and current knowledge of ITIL principles and application within ITSM frameworks.

- Proven ability to stay updated with industry trends, technology shifts, and best practices.

- Exceptional verbal and written communication skills with an ability to convey complex technical topics effectively.

- Strong analytical, problem-solving, and collaboration skills combined with meticulous attention to detail.