"Replace on failure" and non-planned remediation architecture: Define technical standards and governance for emergency replacements and quality enhancements due to unexpected site changes, room remodels, device/peripheral failures, or accessory requirements.
Monitor & proactive operations enablement: Expand monitoring approaches and define quality/performance telemetry standards to address support gaps and reduce escalations.
Network and SD‑WAN dependency management (room readiness): Architect readiness and validation patterns for network changes that impact VC rooms (e.g., SD‑WAN upgrades requiring on‑site testing of all units; dynamic implementation dates; site testing quantities and readiness discipline).
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Assist in ensuring solutions are suitable for production through adherence to governance, policy, and best practices.
Analyze system performance data (uptime, incidents, and ticket volume) to identify trends, forecast demand, and provide insights for capacity planning and monitoring improvements.
Apply GenAI to develop and document prompt strategies for analysis, ensuring knowledge transfer to BAU for ongoing use.
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Coordinate with relevant information technology departments and third-party vendors to design, implement and maintain information systems to enable reporting and service delivery
Prepare communications and facilitate presentations on system enhancements and / or alternatives
Cross-Functional Collaboration: Partner with First Line (1LoD) SMEs and Third Line (Internal Audit) functions to ensure comprehensive management of the third-party ecosystem.
Materiality Assessment: Facilitate and challenge Materiality Assessments to ensure data quality and completeness in the classification of critical third-party engagements.
Strategic Risk Review: Evaluate new initiatives, products, and projects from a risk perspective to safeguard the firm’s strategic objectives and supply chain integrity.
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Leverage available automation and AI-enabled tools to enhance assessment efficiency, consistency, and accuracy
Liaise with Medical Advisors to obtain clinical guidance and clarification where required, ensuring informed and well supported claim decisions.
Perform effective suspense management, follow up on outstanding requirements, and liaise with Finance and relevant stakeholders to ensure timely and accurate claim payments.
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Monitor the health, performance, adoption, and compliance of Microsoft 365 and endpoint services, producing operational and security reports using Microsoft Graph and other reporting tools.
Provide Level 2 and Level 3 engineering support for desktop platforms, investigate complex technical issues, perform root cause analysis, and recommend improvements to endpoint architecture, security posture, and user experience.
Minimum 5 years of experience in endpoint management, desktop engineering, or endpoint security within enterprise environments.
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You may also perform other job-related duties as assigned.
You will be reporting to the Lead Architect
Familiar with modern software development tools, cloud technologies, and Generative AI concepts, including AI assisted development tools and the integration of AI capabilities into applications, will be beneficial.
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Monitor the health, performance, adoption, and compliance of Microsoft 365 and endpoint services, producing operational and security reports using Microsoft Graph and other reporting tools.
Provide Level 2 and Level 3 engineering support for desktop platforms, investigate complex technical issues, perform root cause analysis, and recommend improvements to endpoint architecture, security posture, and user experience.
Minimum 5 years of experience in endpoint management, desktop engineering, or endpoint security within enterprise environments.
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Perform all procedures accurately, including following client's documented call flows, work processes, data entry requirements, and complaint management processes
Ensure all SLAs are met accordingly
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
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