Zensar Technologies—SCCM Operations Manager

Job description

Description: A highly technical SCCM professional who can function as both a technical lead and operations manager, capable of driving service excellence, managing enterprise-scale endpoint environments, leading operational teams, engaging with senior stakeholders, and enabling the organization's transition toward modern endpoint management solutions. Requirements: - Previous experience working in an IT support role and leading a team in client facing role. - Experience of Microsoft Endpoint Configuration Manager (SCCM) Software\Image\Patch deployment and troubleshooting. - Experience of Microsoft Intune and Autopilot. - Excellent knowledge of MS Windows10 and 11, M365. - Knowledge of Active Directory, Group Policy, TCP/IP, DNS and DHCP. - PowerShell scripting experience. - VMware vSphere and Horizon experience. - Demonstrated ownership of Level 3 desktop support issues, while working closely with Levels 1&2, other internal teams and 3rd Party vendor support. - Solid communications skills for documentation and knowledge transfer upon problem resolution. - Ability to work independently without intensive oversight. - Experience in working with global teams. - Strong interpersonal skills. - Positive, team centric attitude. - Committed to continual improvement. - Advanced knowledge of SCCM/MECM administration and architecture. - Strong expertise in Software Distribution, Patch Management, OSD, Compliance Settings, and Reporting. - Hands-on experience with Windows Server, Windows 10/11, Active Directory, Group Policy, and SQL fundamentals. - Experience with Microsoft Intune, Co-Management, Autopilot, Entra ID (Azure AD), and Microsoft Defender. - Strong PowerShell scripting and automation skills. - Good understanding of networking, PKI, DNS, DHCP, and cloud-integrated endpoint management solutions. - Microsoft Endpoint Administrator or related Microsoft certifications. - Certifications in Modern Workplace, Azure, or Endpoint Management technologies. - Strong technical troubleshooting and problem-solving skills. - Leadership and team management capabilities. - Excellent stakeholder and customer management skills. - Strong communication, reporting, and presentation skills. - Ability to drive operational excellence, automation, and continuous service improvement initiatives. Responsibilities: - Own and manage end-to-end SCCM/MECM operations, ensuring platform stability, availability, and performance. - Lead daily operational activities including incident, problem, change, and service request management. - Manage enterprise patch management processes for servers and workstations, ensuring compliance targets are consistently met. - Oversee software packaging, application deployment, and lifecycle management activities. - Manage Operating System Deployment (OSD), image management, task sequences, and Windows upgrade initiatives. - Monitor SCCM infrastructure health and proactively resolve operational issues. - Maintain compliance reporting, executive dashboards, and service performance metrics. - Drive automation and process improvements using PowerShell and SCCM capabilities. - Provide technical leadership, mentoring, and guidance to SCCM administrators and engineers. - Collaborate with infrastructure, security, application, and business teams to support operational and project requirements. - Lead major incident resolution, root cause analysis, and problem management activities. - Support SCCM-Intune co-management, modernization, and endpoint management transformation initiatives. - Participate in governance reviews, CAB meetings, audits, and stakeholder discussions. - Ensure SLA adherence, service quality, and continuous service improvement across SCCM services. - Create, deploy, monitor, and troubleshoot software installs\deployments\updates. - Maintain, deploy and troubleshoot Group Policy changes at the Enterprise level. - Provide primary level 3 support to Deskside Support Teams. - Troubleshoot VMware VDI machine deployments for Windows devices. - Troubleshoot image deployments for Windows devices. - Troubleshoot Autopilot image deployments for Windows Laptop devices. - Performance analysis of Windows devices, both physical and virtual. - Building queries, data gathering and reporting to aid support and maintenance of the end user computing environment. - Ensure adherence to established IT standards and processes while proactively highlighting opportunities for improvement. - Ensure documentation for processes and procedures are created and maintained. - Advocate for the end user and proactively manage risk, impact and user experience. - Ensure all issues are logged appropriately and escalated as necessary using the Incident and Problem management process. - Communicate clearly with stakeholders to ensure they are kept up to date with progress on open issues, and follow-up on all open and pending issues. - Escalate issues to the wider support teams, vendors and team leaders as necessary. - Identify persistent problems and work with wider teams to resolve them. - Provide training and guidance on best practices to our user community. - Look for service improvement and ticket reduction opportunities. - Ensure controls and policies are always adhered to.