Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

Do

Candidates should be able to perform the below roles with ease however, this is not an explicit list and the "Roles" and "Technical Expertise" are just not limited to the below.

SOE -

Hands on experience of 5-8 years in OS deployment with SCCM

Hands on experience on MDT, ADK and SCCM and industry standard SOE and Imaging tools.

Should know to capture OS images, created TS with boot WIM, PXE, Driver updates and installation

Should possess knowledge on Image building, Task Sequencing, and troubleshooting of OSD

Handled CAS, Primary Infrastructure with minimum of 5000 to 10000 end points.

Should have experience in SCCM application, patch and OS Deployment

Gather Windows 10 Image requirements from customer: considering business, functional, and technical requirements.

Experience on the implementation and Configuration of Auto-Pilot; self, and user driven deployments

Resolve any issues related to Auto-pilot deployments.

Design, Build and rollout Windows 10 SOE on par with industry standards for all the versions of windows in the environment.

Build SOE lab required for Imaging and POC environments.

Review, analyze, and recommend desktop GPO's changes.

Convert existing logon script to preferences, and standard compliance rules and settings.

Review existing Logon scripts and update to optimize logon time and or to improve performance as per the business requirements.

Creation of image design documentations, test use cases, develop custom scripts required to build SOE.

Review test custom scripts as per the requirements.

Responsible for image "Online" and "Offline service".

Easily creates LTI, ZTI, UDI deployments.

Should be able to detect issues with the image proactively.

Troubleshoot any unforeseen issues with the image and machines being built.

Coordinate with Client SME for Image testing and sign off.

Responsible for deploying the signed off image to production deployment servers

Expertise on Windows 10 migration, user data migration and related technologies

Expertise on OneDrive and Office 365 Products

Good communication and interpersonal skills a must.

Ability to handle transitions and support multiple accounts.

Manage transitions from beginning to go-live phase.

Leads should be able to handle the teams and resolve any queries the team members would come up.

Always ready to learn and upgrade as per the changing business environments and new technologies released by the vendors.

General Desktop ?

Windows 10 or 11 Admin troubleshooting experience of Intune, cloud and thick build machines

Keep up with Windows App and Update release information

Provide Web applications support for Edge or Chrome

Provide Cloud application support (collaborate with app owners where required)

Support 3rd party applications like Microsoft, Java and Adobe (raise cases with the vendor where required)

Support MS Teams issues including video, audio, performance

Familiar with AppV applications, MS Store Apps and packaged applications

Troubleshoot / find root cause for general performance issues

Troubleshoot laptop hardware issues such as monitor, mouse, headset, phones

Office license management or troubleshooting

Keep up with release information for MS Office and security updates

Support Office issues for native laptop or cloud applications

Collaborate with MS Outlook app owner when required to find root cause for Outlook issues

Knowledge of Active directory and Group policies. PowerShell scripting knowledge is must.

Ability to co-ordinate with various technical groups and can fix issues remotely for the users.

Should be able to fix and troubleshoot all the application issues deployed on end user systems. (for eg. App Login Failures, App not installed, Software Installations which are failed)

Good Client management and communication skills.

Should be able to troubleshoot if any application is not working due to network related issues.

Good Knowledge on browser support and management of Chrome and Edge via GPO.

Have troubleshooting knowledge of Adobe, MS Office, Oracle, Edge and Chrome apps. Should be able to do the compatibility testing of web based applications with Chrome and Edge.

Good Understanding of ITIL concept & ticketing tool.

Accurately document all work performed through ticketing system including details.

Technical expertise:

Strong and in-depth knowledge of the below?

Windows 7 / Windows 8 & 8.1 / Windows 10 / Windows 11 Operating System.

Microsoft Intune, Auto-pilot, compliance rules, settings, Apps, and provisioning packages.

Windows 10 / 11 SOE and various methods of building and managing the SOE.

MDT, SCCM, DISM, ImageX, Altiris, BDD tools etc.

Team Management

Resourcing

Forecast talent requirements as per the current and future business needs

Hire adequate and right resources for the team

• Train direct reportees to make right recruitment and selection decisions

Talent Management

Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness

Build an internal talent pool of HiPos and ensure their career progression within the organization

• Promote diversity in leadership positions

Performance Management

Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

• Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team

Exercise employee recognition and appreciation

Stakeholder Interaction

Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Technology Solutions Group, BU Teams, Different Infrastructure teams Understanding requirements, planning and status updates, maintenance and back up, issue resolution etc. IRMC, QA Guidance on risk mitigation and quality standards External Clients Understanding requirements, planning and status updates, maintenance and back up, issue resolution etc. Vendors/ Manufacturers Development and deployment of platforms, applications, databases etc.

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Technical Knowledge - Knowledge of own tower (platform, application, database etc) - Expert
  • Domain Knowledge - Understanding of IT industry and its trends - Competent to Expert

Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

• Behavioral Competencies
  • Managing Complexity
  • Client centricity
  • Execution Excellence
  • Passion for Results
  • Team Management
  • Stakeholder Management

Deliver

No. Performance Parameter Measure 1. Operations of the tower
SLA adherence

Knowledge management

CSAT/ Customer Experience

Identification of risk issues and mitigation plans

Knowledge management
2. New projects
Timely delivery

Avoid unauthorised changes

No formal escalations

Desktop Imaging