Responsibilities
Develop, implement and integrate scalable enterprise end-user and service desk platforms and services, including hardware, software, and SaaS tools, applying engineering best practices across COTS and proprietary solutionsApply modern software engineering practices such as Infrastructure as Code (IaC), CI/CD pipelines, automated testing, and version control to enhance platform reliability and agilityEnsure platform reliability and Digital Employee Experience (DEX) by administering observability tools, defining and monitoring SLOs/SLIs, and responding effectively to operational issues through proactive troubleshooting and execution of incident response plansDesign secure and intelligent platforms by integrating security principles (e.g., access control, encryption, compliance) and managing AI agents for automation and improved digital experiencesRequirements (Minimum Qualifications)
Degree in Computer Science/Engineering or Electronic/Electrical EngineeringManage device management systems (e.g., MECM, Samsung EMM, WS1, UEM)Manage VDI platforms (e.g., VMware Horizon, Citrix, Azure Virtual Desktop, AWS Workspaces)Administer IAM systems (e.g., Directory services, SSO, MFA)Knowledge with IT service desk platforms (e.g., Jira Service Desk, ServiceNow)Support endpoint security tools (e.g., Trellix AV, DLP, EDR)Support video conferencing systems (e.g., Cisco, Q-Sys, Pexip)Familiarity with modern DevOps practices and tools (e.g., PowerShell, Python, Terraform)Familiarity with advanced observability platforms (e.g., NexThink, ServiceNow).Nice-to-haves
Experience in driving continuous improvement in digital employee experienceProficiency in enhancing Digital Employee Experience (DEX) through analytics and automationStrong understanding with workflow automation and service desk analyticsFamiliarity with modern DevOps practices and toolsExposure in managing AI agents for enterprise automation