Sr. Lead, Infra EUC (Business Apps Support) at Northern Trust

Pune, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Strong knowledge and hands-on experience in application support and troubleshooting
Proficiency in SCCM, Intune, Vulnerability Management, Office 365, and Adobe suites
Experience with vendor/license management, including license harvesting and compliance
In-depth understanding of Office patch management managed via Intune/SCCM and related processes
Knowledge of Change Management frameworks (e.g., ITIL) and experience in driving changes effectively
Proven ability to manage incidents and service requests through tools like ServiceNow
Strong technical knowledge of OS environments (Windows 11 Workstation, Mac OS, Windows and Unix servers, all endpoints: physical, virtual, non-persistent, Citrix)
Excellent communication skills in English (both verbal and written) with proper meeting and email etiquette
Strong problem-solving skills with the ability to think critically and adapt to different scenarios
M365 integrated app deployments in enterprise environments
Extensive hands-on experience in the SCCM and Intune Management consoles
Strong knowledge of modern deployment methodologies (on-prem, cloud, hybrid), MDM/MAM platforms, and endpoint management tools
Proficiency in packaging and deploying applications across Windows 11 workstations

Responsibilities

Lead, mentor, and manage a team of 10–12 application support professionals
Serve as the primary point of contact for clients, ensuring clear communication and timely resolution of issues
Provide technical guidance to the team, assisting in resolving complex, high-priority business application issues
Maintain detailed reporting and metrics to ensure SLAs are met and to identify resource issues and process gaps
Manage end-to-end business application support processes, including incident, problem, and change management
Perform advanced troubleshooting of business applications, including O365, Adobe suites, and other enterprise software
Think critically and apply out-of-the-box solutions when standard methodologies do not resolve issues
Oversee incident and work request management through ServiceNow, ensuring SLAs and KPIs are consistently met
Effectively drive change management ensuring processes are followed
Drive SWAT calls, provide technical assistance during major incidents, and prepare Root Cause Analysis (RCA) reports
Maintain robust metrics to ensure KPI/SLAs are met
Implement and oversee change management processes, ensuring compliance with organizational policies
Maintain detailed process documentation covering all team procedures
Collaborate with business/stakeholders to understand business requirements and translate them into technical solutions
Provide support for all OS environments, including Windows 11 Workstation, Mac OS, Windows and Unix servers across all endpoints; physical, virtual, non-persistent and Citrix
Ensure compatibility and stability of applications across different operating systems and environments