End User Computing

• Define and implement the reliability strategy for End User Computing (EUC) services across APAC, establishing measurable service reliability indicators (SLIs), objectives (SLOs), and performance benchmarks.

• Build end-to-end observability capabilities across the EUC environment using Microsoft Intune, Microsoft Graph API, Digital Employee Experience (DEX) platforms, and monitoring tools.

• Establish reliability dashboards, proactive monitoring, intelligent alerting, and service health reporting to improve visibility and operational decision-making.

• Analyse service performance trends, operational data, and user experience metrics to identify opportunities for improvement.

• Develop and operationalise SLOs, reliability KPIs, and error-budget practices to drive continuous improvement across EUC services.

• Establish regular reliability reviews and reporting cadence, including operational dashboards, management reporting, and improvement recommendations.

• Use reliability metrics and service insights to prioritise engineering improvements, automation initiatives, and operational investments.

• Lead automation initiatives to reduce operational effort and improve efficiency across EUC services, including endpoint provisioning, patch management, software deployment, configuration management, and incident workflows.

• Develop automation solutions and self-healing capabilities using scripting and orchestration technologies such as PowerShell, Python, Microsoft Graph API, Terraform, and Ansible.

• Drive adoption of standardised automation frameworks, reusable solutions, and self-service capabilities across regional EUC operations.

• Identify opportunities to reduce manual operational workload and improve service scalability.

• Lead major problem management activities, root cause analysis (RCA), and post-incident reviews for recurring EUC reliability issues.

• Drive preventive engineering improvements to eliminate recurring incidents and improve service resilience.

• Perform capacity planning, performance optimisation, and reliability assessments to ensure EUC platforms remain scalable and highly available.

• Act as the L3 technical escalation point for complex reliability, automation, and endpoint engineering issues.

• Establish and evolve the EUC SRE operating model across operational teams, improving collaboration between support, engineering, and automation functions.

• Provide technical leadership and mentorship to regional EUC engineers and SRE champions, promoting engineering-driven operational practices.

• Partner with EUC Technology, Regional Operations, Service Enablement, and business stakeholders to embed reliability principles into service design and delivery.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.

• 8–12 years of experience in Site Reliability Engineering, Infrastructure Engineering, End User Computing, Platform Engineering, or IT Operations, with strong experience in reliability improvement and automation.

• Strong automation and scripting experience using technologies such as PowerShell, Python, Microsoft Graph API, Terraform, Ansible, or equivalent tools.

• Proven experience defining and managing SLIs, SLOs, reliability KPIs, error budgets, monitoring, and service health reporting.

• Strong knowledge of Microsoft 365, Microsoft Intune, Windows 10/11 endpoint management, iOS device management, and modern workplace technologies.

• Experience with observability and Digital Employee Experience (DEX) platforms such as Nexthink, 1E, Lakeside, or equivalent solutions.

• Strong background in incident management, problem management, RCA, automation-led improvement, and operational transformation.

• Experience integrating EUC operations with ITSM platforms such as ServiceNow.

• Experience supporting banking, financial services, or regulated environments preferred , with knowledge of MAS TRM or similar regulatory frameworks advantageous.

• Preferred certifications include Microsoft 365/Azure certifications, ITIL, Terraform, Ansible, or automation-related certifications.

EA License no.: 16S8066 I Reg