EUC Release Manager
• Own and govern the end-to-end EUC release pipeline — from intake and packaging through testing, staged rollout, and production deployment
• Define and enforce deployment standards across SCCM and Intune, ensuring consistency in naming conventions, collection structures, deployment rings, and rollback procedures
• Establish and manage a formal release calendar aligned with business change windows, Patch Tuesday cycles, and application owner commitments
• Implement phased deployment rings (Pilot → UAT → Broad) with defined entry/exit criteria and automated health checks at each gate
• Drive adoption of release automation using PowerShell, SCCM task sequences, and Intune deployment scripts to reduce manual effort and human error
• Maintain release documentation — release notes, deployment runbooks, rollback playbooks — as living artifacts
• Coordinate with application owners, security teams, and service desk to align on change impact, communication, and cutover plans
• Track release success metrics: deployment success rates, reachability, time-to-deployment, and error rates by ring
Problem Management
• Own the EUC Problem Management backlog end to end — triage, prioritize, assign, and drive closure with accountability
• Conduct structured Root Cause Analysis (RCA) for all P1/P2 incidents and recurring P3 patterns; produce actionable PIRs (Post Incident Reviews)
• Identify chronic incident themes across Windows OS, application packaging failures, Intune sync errors, SCCM client health, and Office Suite issues — and convert them into tracked Problem records
• Work with L1/L2 teams to identify workarounds and push permanent fixes through the release pipeline
• Maintain a Known Error Database (KEDB) and ensure service desk teams are equipped with current workarounds
• Report on Problem Management KPIs — open problem age, recurring incident volume, mean time to resolve (MTTR), and backlog burn rate — on a weekly and monthly cadence
• Drive continuous improvement initiatives that measurably reduce incident volume quarter over quarter
Required Skills & Experience
• 7+ years in End User Computing with at least 2 years in a release, change, or problem management function
• Expert-level knowledge of SCCM / MECM — software distribution, OSD, patch management, client health, and reporting
• Strong hands-on experience with Microsoft Intune — deployment rings, compliance baselines, Autopilot, co-management, and Endpoint Analytics
• Proven application packaging experience — MSI, MSIX, App-V — with understanding of packaging standards and regression testing
• Proficient in PowerShell scripting for deployment automation, health checks, and reporting
• Strong understanding of ITIL Problem and Release Management processes — not just theory, but practical execution
• Experience working in a structured ITSM environment (ServiceNow preferred) — managing Problem records, Change tickets, and KEDB entries
• Solid grasp of Windows 10/11 internals — event logs, registry, WMI, Group Policy — to support RCA investigations
• Familiarity with Microsoft 365 Apps deployment and update channel management (Current Channel, Monthly Enterprise Channel)
Skills Required
• Experience with Patch-as-a-Service models or third-party patch tools (SCCM)
• Exposure to digital employee experience (DEX) platforms — Nexthink, Lakeside, or 1E — for proactive problem detection
• Knowledge of Windows Autopatch and its implications for enterprise patch governance
• ITIL v4 Intermediate or above certification
• Microsoft MD-102 (Endpoint Administrator Associate) certification
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