Job Description

Job Responsibilities

Reliability Engineering & Observability

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.

SLO Management & Service Performance

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.

Automation & Operational Excellence

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.

Problem Management & Reliability Improvement

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.

Leadership & Capability Development

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.

Requirements

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.