Jobbeschreibung:

Patch Management for servers and end user devices (Windows & Mac, Laptops and Desktops)1 Review all patches relevant to the IT environment and classify how the patches should be installed as defined by IT policies 2 Implement already documented and established processes and standards for patch management procedures that meet the requirements of and adhere to defined policies 3 Install patches (MAC OS, change management process and procedures including acquiring required organizational approvals 4 Qualification and sign off of patch to be rolled out 5 Monitoring and report patch approval status on patching tool 6 Decision on unpatched devices (post remediation and troubleshooting efforts) will be taken by client for refresh/ replacement 7 Pre-testing of all patches against the standard test machines 8 Provide test and UAT user list 9 WSUS Synchronization 10 MECM SUP Synchronization 11 Setting up ADR's (If applicable) 12 Classifying type of patches to be deployed 13 Creating Software Update Group (SUG) 14 Creating Software Update Deployment Packages 15 Distribution of the Deployment Package 16 UAT of the Software Updates 17 Provide target list of machines/users for UAT and exception for mass rollout 18 Cleaning of SUP/MECM, and JAMF 19 Removing of corresponding collection/packages 20 Monitor software vendors where applicable for patch releases and work with PenFed in relation to the on-boarding of new software 21 Recommend the type of patches and how and when patches are to be rolled out to PenFed based on criticality 22 Provide test machines (the type and requirements of such test machines to be notified to PenFed by the Vendor) for patch testing. PenFed shall provide where available remote access to the test machines if requested by the Vendor 23 Test and confirm compatibility of updates patches or corrections including validating any special installation or configuration requirements before widespread deployment within the EUC environment 24 Automated deploy and support all EUC software in both stationary andin mobile environments for laptops and Mobile Devices 25 Install Third Party-supplied corrections and patches to all EUC device embedded software (e.g. drivers and firmware) and all EUC software as necessary including updates as identified through the Microsoft deployment ring approach 26 With respect to PenFed-developed applications distribute Software install Software and install upgrades as required by PenFed 27 Tailor support to the individual needs of Authorized Users and to meeting Service Levels 28 Provide periodic reporting to PenFed on the distribution and installation of all EUC software 29 Provide Patch Management reports 30 Carry out attestation of CIS Benchmarking data and take appropriate remediation steps 31 Review the assessment data on a monthly basis 32 Provide hosting of MECM Maintenance of comprehensive documentation pertaining to MAC OS security baseline compliance in accordance with applicable laws, regulations, and industry standards

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.