Enterprise Service Management - Systems Engineer - Senior Associate

Role Summary

The Senior Associate is responsible for overseeing enterprise IT Service Desk operations and ensuring resilient service delivery across Collaboration, End-User Computing (EUC) and business-critical enterprise platforms. The role provides operational leadership for incident governance, service performance management and stakeholder coordination, ensuring SLA adherence and continuous service improvement.

This position serves as a senior escalation point, mentors junior analysts and supports progression toward formal service management responsibility.

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Key Responsibilities

· Oversee and govern L1 Service Desk operations to ensure service availability, SLA compliance and quality standards.

· Lead support for business-critical enterprise platforms including Replicon, SAP and Workday, ensuring high availability, access governance and coordinated incident resolution.

· Oversee operational support for proprietary platforms including Tiger and Titan, ensuring service resilience, performance monitoring and cross-functional incident management.

· Own operational performance reporting, including MTTR, SLA adherence and incident trend analysis.

· Lead Major Incident Management (P1/P2), acting as Incident Commander across technical teams and business stakeholders.

· Provide advanced support and operational oversight for Collaboration platforms such as Microsoft Teams and Webex.

· Manage EUC operations including Windows environments, Intune-managed devices, MIM identity systems and enterprise endpoint security.

· Manage Active Directory and Azure AD governance, access control and compliance standards.

· Coordinate cross-functionally with Infrastructure, Security and Application teams to ensure service continuity.

· Partner with Problem Management to conduct root cause analysis (RCA) and drive systemic service improvements.

· Lead quality assurance reviews, enforce ITIL-aligned operational processes and maintain accurate ITSM documentation in ServiceNow.

· Contribute to observability strategy using Grafana, Azure Monitor, CloudWatch and Power BI dashboards.

· Mentor analysts and contribute to operational maturity and service governance frameworks.

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Required Qualifications

· 8+ years of enterprise IT operations experience.

· Proven leadership in Major Incident Management within regulated or enterprise environments.

· Strong expertise in ITIL-based service governance and ServiceNow ITSM.

· Experience managing enterprise Collaboration, EUC and business-critical platforms including Replicon, SAP and Workday.

· Demonstrated stakeholder management across business and technical functions.

· Experience working in global or multi-site environments.