Sr Technical Lead (Support & Operations)

Job Summary

Key Responsibilities

Software Deployment & Application Management

• Package, test, deploy, and maintain enterprise applications using approved packaging and deployment processes.
• Manage software distribution, version control, upgrades, rollback coordination, and retirement activities.
• Coordinate with application owners for deployment planning, pilot validation, and post-deployment issue resolution.
• Support software lifecycle management, license compliance inputs, and deployment reporting.
• Troubleshoot application deployment failures, installation errors, dependency issues, and user-impacting software issues.
• Maintain deployment documentation, SOPs, runbooks, and knowledge articles.

Microsoft Intune Administration

• Administer Microsoft Intune for endpoint and mobile device management across enterprise devices.
• Manage device enrollment, provisioning, compliance policies, configuration profiles, and security baselines.
• Deploy and manage applications, updates, and endpoint configurations through Intune.
• Configure and maintain endpoint security controls, conditional access alignment, and compliance monitoring.
• Monitor endpoint health, patch compliance, update deployment status, and remediate non-compliant devices.
• Support Windows Autopilot and co-management with MECM/SCCM where applicable.
• Develop and maintain PowerShell scripts or automation routines to improve operational efficiency.

Power Platform Administration

• Administer Power Platform environments, tenant settings, production environments, and platform governance controls.
• Manage environment provisioning, access control, security settings, subscriptions, and permissions.
• Configure and maintain Data Loss Prevention (DLP) policies as per approved governance requirements.
• Monitor Power Platform health, usage, capacity, resource consumption, and platform performance.
• Support Power Platform Center of Excellence (CoE) Starter Kit monitoring and governance activities.
• Perform routine maintenance, track Microsoft service updates, and implement required security enhancements.
• Provide incident and problem management support for platform-related issues and coordinate with Microsoft support for critical incidents.

Operations, Governance & ITSM

• Handle incidents, service requests, changes, and problem tickets using the ITSM process.
• Perform root cause analysis for recurring endpoint, deployment, and platform issues and implement preventive actions.
• Maintain operational dashboards, compliance reports, deployment metrics, and service performance reporting.
• Participate in audits, security reviews, and compliance validation activities.
• Ensure all operational changes follow approved change management and governance processes.
• Create and maintain runbooks, SOPs, troubleshooting guides, and knowledge articles.

Skill Requirements

Other Requirements

• Bachelor’s degree in Engineering, Computer Science, Management Information Systems, or related field.
• Microsoft Certified: Endpoint Administrator Associate or Microsoft Intune certification.
• Microsoft Power Platform Fundamentals (PL-900) or Power Platform administrator-related certification.
• Microsoft Azure Administrator Associate certification is preferred.
• ITIL Foundation certification is preferred.
• Experience supporting enterprise-scale endpoint management and digital workplace operations.

• PatchMyPC, Quest KACE, Nexthink, MECM/SCCM, Entra ID, and endpoint analytics tools.
• Power Automate and Power Apps operational support experience.
• Experience with compliance dashboards, deployment reporting, and service review metrics.
• Experience in global managed services or 24x7 enterprise support environments.

• Successful software deployment, upgrade, and lifecycle management.
• Stable and compliant endpoint environment managed through Intune.
• Governed and secure Power Platform environment with controlled DLP policies.
• Timely incident resolution and service request fulfillment.
• Accurate operational reporting and documentation.
• Improved endpoint compliance, reduced deployment failures, and better operational visibility.
• Continuous improvement through automation and process optimization.
• Provide 24x7 operational support, monitoring, incident management, and troubleshooting to ensure service availability and business continuity
• Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.

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