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
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)
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