Incident Management & Bridge Call Leadership:

o Step in as the technical SME during major incidents impacting End-User Computing services.

o Lead and guide bridge calls, collaborate with multiple teams, and drive the conversation toward timely root cause identification and resolution.

o Provide technical expertise, identify critical issues, and ensure the resolution aligns with SLAs.

o Document incident timelines and provide post-incident reports with actionable recommendations.

2. Automation & Process Improvement:

o Identify opportunities to automate repetitive tasks within EUC (e.g., software deployment, patching, compliance).

o Implement scripts or tools to streamline workflows and reduce manual intervention.

o Continuously optimize existing processes to improve performance and user experience.

3. Monitoring & Troubleshooting:

o Monitor the health, performance, and security of SCCM, Intune, and V...