Enterprise Service Management - Systems Engineer - Senior Associate

Role Summary\n\nThe 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.\n\nThis position serves as a senior escalation point, mentors junior analysts and supports progression toward formal service management responsibility.\n\n\\---\n\nKey Responsibilities\n\n\u00b7 Oversee and govern L1 Service Desk operations to ensure service availability, SLA compliance and quality standards.\n\n\u00b7 Lead support for business-critical enterprise platforms including Replicon, SAP and Workday, ensuring high availability, access governance and coordinated incident resolution.\n\n\u00b7 Oversee operational support for proprietary platforms including Tiger and Titan, ensuring service resilience, performance monitoring and cross-functional incident management.\n\n\u00b7 Own operational performance reporting, including MTTR, SLA adherence and incident trend analysis.\n\n\u00b7 Lead Major Incident Management (P1/P2), acting as Incident Commander across technical teams and business stakeholders.\n\n\u00b7 Provide advanced support and operational oversight for Collaboration platforms such as Microsoft Teams and Webex.\n\n\u00b7 Manage EUC operations including Windows environments, Intune-managed devices, MIM identity systems and enterprise endpoint security.\n\n\u00b7 Manage Active Directory and Azure AD governance, access control and compliance standards.\n\n\u00b7 Coordinate cross-functionally with Infrastructure, Security and Application teams to ensure service continuity.\n\n\u00b7 Partner with Problem Management to conduct root cause analysis (RCA) and drive systemic service improvements.\n\n\u00b7 Lead quality assurance reviews, enforce ITIL-aligned operational processes and maintain accurate ITSM documentation in ServiceNow.\n\n\u00b7 Contribute to observability strategy using Grafana, Azure Monitor, CloudWatch and Power BI dashboards.\n\n\u00b7 Mentor analysts and contribute to operational maturity and service governance frameworks.\n\n\\---\n\nRequired Qualifications\n\n\u00b7 8+ years of enterprise IT operations experience.\n\n\u00b7 Proven leadership in Major Incident Management within regulated or enterprise environments.\n\n\u00b7 Strong expertise in ITIL-based service governance and ServiceNow ITSM.\n\n\u00b7 Experience managing enterprise Collaboration, EUC and business-critical platforms including Replicon, SAP and Workday.\n\n\u00b7 Demonstrated stakeholder management across business and technical functions.\n\n\u00b7 Experience working in global or multi-site environments.\n