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Reuters

Compare

4.0

based on 5 Reviews

113 Reuters Jobs

Endpoint Engineering Services Specialist

Reuters News Agency

4.0

based on 5 Reviews

3-6 years

Mumbai, Hyderabad / Secunderabad

1 vacancy

Endpoint Engineering Services Specialist

Reuters

posted 9d ago

Job Role Insights

Key skills for the job

Computer Networking Windows System Administration Change Management Service Delivery Management Problem Management Performance Management

+ 2 more

Job Description

As part of the ongoing support and enhancements to our Employee Technology Services (ETS) were looking for Experienced candidates with End user computing background for driving governance, alignment, and service improvements across EUC service lines, including VDI, Windows devices, and collaboration platforms. This role defines performance metrics, ensures consistent reporting, and collaborates with service lines and L1/L2 teams to streamline processes and enhance service delivery. The role also oversees change management governance, participates in problem management meetings, and facilitates coordination during major incidents to ensure effective communication and resolution.

About the Role

In this opportunity as Endpoint engineering Services specialist, you will:

Act as a governance function to standardize processes and ensure alignment across ETS service lines.
Partner with L1/L2 teams and service line leads to enhance cross-functional collaboration and streamline service delivery.
Define baseline metrics and key performance indicators (KPIs) with clear targets.
Ensure consistent reporting of performance metrics across ETS teams.
Conduct trend analysis to identify performance gaps or unwanted trends and initiate targeted service improvement initiatives.
Perform severity assessments and align technical resources for incidents meeting major incident criteria.
Develop and manage communication processes for leadership and stakeholders during major incidents.
Partner with Major Incident and L1/L2 teams to ensure accurate and timely updates are shared with the organization.

About You:

Youre a fit for the role of Endpoint engineering Services specialist if your background includes:

3 to 6 years relevant experience.
Participate in Global Service Forums (GSF) and Internal Governance Forums (IGSF) with service owners.
Serve as a liaison between governance forums and ETS service lines, ensuring timely action tracking and closure.
Establish and govern internal Change Advisory Board (CAB) processes for ETS, integrated with the Enterprise CAB.
Define change management guidelines, governance strategies, and communication protocols.
Drive process standardization and ensure consistent practices across ETS teams.
Focus on data-driven service enhancements and collaboration with service lines to improve overall service quality.
Strong expertise in EUC technologies and service delivery frameworks.
Proven experience in governance, performance management, and service improvement initiatives.
Exceptional communication and collaboration skills to engage with diverse teams and stakeholders.
Familiarity with ITIL processes and change management best practices.

Whats in it For You

Hybrid Work Model: We ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we ve never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.