System Operations Engineer

About the group:

Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

Role Title: System Operations Engineer

Location: Phoenix, AZ

Mandatory Skills: Windows 11 OS, including deployment and troubleshooting, OS migration experience, PowerShell scripting, Microsoft Graph API

Job Description: System Operations Engineer

• We are seeking a dedicated and skilled System Operations Engineer to support our enterprise-wide Windows 11 migration initiative and ongoing IT support operations. This role is critical to maintaining service levels and ensuring the success of key IT projects.
• Key Responsibilities:
• Lead and support the Windows 11 migration project to meet enterprise timelines.
• The Technical Lead will manage PC configuration activities at the Phoenix, AZ facility, focusing primarily on overseeing the bulk imaging of laptops and desktops with Windows 11. This includes coordinating the transition of legacy Windows 10 devices to ensure they meet Windows 11 readiness standards.
• This role includes supervising Intune Autopilot-based deployments, and maintaining the local network and file server infrastructure. The engineer will also ensure seamless integration with both SaaS platforms and on-premises data center components used in device provisioning.
• The engineer will act as the primary contact for remote troubleshooting and will contribute ideas to improve process efficiency and technology use. They will also support cross-functional collaboration with Intune, OS, and hardware engineering teams, addressing production issues and participating in testing of system or process changes.
• The engineer will provide daily break/fix support to the onsite Technology Operations Analysts who handle high-volume Windows 11 service requests. When necessary, the engineer will also assist with operational tasks to ensure timely order fulfillment and adherence to SLAs.
• The engineer will be responsible for training analysts on established procedures, as well as any updates, changes, or enhancements to those processes. In addition, the engineer will provide support for general inquiries related to Windows 11 and Windows 10 operating systems, software, and configuration issues, helping analysts troubleshoot errors and respond to system prompts as needed.
• Manage and resolve lifecycle and project orders to reduce backlog and improve service delivery.
• Mitigate the impact of peer center closures and the loss of key SME employees by maintaining service continuity.
• Support the Service Desk in handling expedite orders and providing timely order status updates.
• Ensure adherence to SLA for daily break/fix requests and work to reduce current delays impacting end-user satisfaction.

Required Skills and Qualifications:

• Proven experience with Windows 11 OS, including deployment and troubleshooting.
• Proficiency in PowerShell scripting for automation and system management.
• Experience with Microsoft Graph API for system integration and troubleshooting.
• Strong problem-solving skills and ability to work under pressure in a high-volume support environment.
• Excellent communication skills and ability to collaborate with cross-functional teams.
• Ability to manage multiple priorities and adapt to changing project timelines.