Job Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the worlds biggest brands and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. Were harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, were calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
Inviting applications for the role of Assistant Manager, EUC L3 SMEs

We are seeking a candidate who has specialized experience in End User Computing, Application Packaging, and knowledge of working with Windows MDM, such as VMware Workspace One UEM or any other MDM Platform.
The candidate also should have experience working with the Patching and Vulnerability platforms or similar tools like Tanium.
Responsibilities

• In-depth Knowledge of VMware Workspace one UEM Platform for Windows 10 Design, Implementation, Management, and Troubleshooting
• Application Packaging and scripting Certified: Modern Desktop Administrator or COMTIA A+ certified with in-depth knowledge of the Windows 10 platform
• Passion for delivering excellent remote troubleshooting & experience, managing thousands of endpoints using automation, PowerShell & scripts,
• Comfortable with tools such as Bomgar, PowerShell, log me in rescue, similar tools etc.
• Comfortable using Windows Sys internals tools, Wireshark, etc.
• Basic knowledge of network infra.
• Expertise in Application and packaging, building - troubleshooting software installations MSI, MSIX packages
• Hands-On Experience in Project Execution and delivery for EUC
• Configure automated scripting system delivery via MDT, Smart Deploy etc.
• Experienced in deploying and supporting applications via MDM i.e., AirWatch and Tanium
• Good to understand endpoint persistence tools like Absolute
• Experienced in handling Multi-user incidents, building RCCAs, reducing incidents and problems for endpoint infrastructure
• In-depth Windows 10 lifecycle management experience
• Thin Clients, MACs, Chrome Books support added advantage
• Excellent in customer calls/Meetings/escalation handling & delivery for 24/7 IT operations, able to work under pressure.
• Good communication Skills

Troubleshooting

• Build Packaging, test packages, and roll out packages to 100k+ users remotely.
• Build scripts to fix any issues with windows 10/11.
• Work with the user to fix any issues that come from deployment.
• Collects logs from MDM & windows to find RCA, Work with Microsoft & other Vendors to find a solution.
• Build/ Customize Windows 10 Image for deployment to 1000+ users. Be
• Considering the scope and SLA, such as Managing and overseeing the deployment of applications Patch deployment, and Image Management.
• Handling the Business critical or escalated cases from Floor support
• Updating of OS images and SW packages
• Interacting with the client on problem-solving via email and calls.
• Preparing the daily and monthly reports on SLA sharing with Client manager.
• Follow ITIL processes are followed for all deliveries.

Qualifications we seek in you!
Minimum Qualifications

• Bachelors degree or certification from an accredited institution in technology or experience or equivalent training
• Strong understanding of troubleshooting principles and practices
• Extensive experience with Windows 7 and Windows 10
• Working knowledge of computer hardware/software
• Ability to work independently and take initiative in problem-solving
• Proficient critical thinking, analytical, problem-solving, and reasoning skills
• Must be able to learn and support new and fast-changing technologies

Preferred qualifications

• Excellent communication skills and strong customer service skills

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Genpact