Job Title:
IT Operations Lead – Mac Endpoint Management (Global SME) | Architect Level
Location:
Hyderabad, India
Role Overview
We are seeking a highly experienced IT Operations Lead with architect-level expertise in endpoint management, specializing in Mac environments alongside Windows ecosystems. This role will function as the Global SME and Single Point of Contact (SPOC) for MacBook management across the enterprise, while also leading IT operations for Hyderabad and Pune locations, including ownership of L3 support for endpoint OS and hardware.
The ideal candidate will bring deep technical expertise in Mac endpoint architecture, enterprise management tools, and security frameworks, combined with strong operational leadership to ensure scalable, secure, and high-performing end-user computing services.
Key Responsibilities
1. Global Mac Endpoint Management & Architecture
- Serve as the Global SPOC and SME for Mac endpoint strategy, governance, and operations.
- Own the end-to-end Mac lifecycle, including provisioning, configuration, patching, compliance, and advanced troubleshooting.
- Lead enterprise-wide Mac OS upgrades and migrations, ensuring compatibility, minimal disruption, and seamless rollout.
- Drive vulnerability remediation (critical, high, and zero-day) in alignment with security SLAs and organizational risk posture.
- Architect, manage, and optimize endpoint management platforms such as Microsoft Intune, ManageEngine Endpoint Central, and JAMF.
- Define and enforce enterprise standards, configurations, and best practices for Mac endpoints globally.
- Drive automation, scalability, and continuous improvement in endpoint management processes.
- Collaborate with global IT and Security teams to standardize Mac management practices and ensure compliance.
- Track and report endpoint health, compliance, and patching metrics to leadership stakeholders.
- Develop documentation and enable knowledge transfer to mitigate single points of dependency.
2. IT Operations Leadership (Hyderabad & Pune)
- Act as the IT Location Lead for Hyderabad, with oversight of Pune operations.
- Own end-to-end IT service delivery, ensuring SLA/OLA adherence and high user satisfaction.
- Provide L3-level expertise for Mac and Windows OS, endpoint performance, and hardware issues.
- Serve as the escalation point for critical incidents, driving timely resolution and root cause analysis.
- Manage vendor engagements for hardware support, repairs, and escalations.
- Lead ITIL-aligned processes across Incident, Problem, and Change Management.
- Monitor and enhance service delivery metrics (SLAs, resolution time, CSAT).
- Ensure operational readiness for onboarding, expansions, and infrastructure changes.
- Align with global IT teams to maintain standardized support models across regions.
3. IT Asset Lifecycle Management
- Own the complete lifecycle of IT assets, including procurement, allocation, inventory tracking, recovery, and disposal.
- Manage purchase requisitions and ensure timely procurement and approvals.
- Maintain accurate inventory and compliance of endpoint assets and peripherals.
4. Leadership, Stakeholder Management & Collaboration
- Partner with Global IT, Security, and Infrastructure teams to drive enterprise initiatives.
- Act as a key contributor to global endpoint security and compliance programs.
- Support leadership visits and ensure seamless IT setup for corporate events and engagements.
Required Skills & Experience
- Strong hands-on expertise in Mac endpoint management (mandatory)
- Experience with Microsoft Intune and ManageEngine Endpoint Central
- Proficiency in package creation, testing, and deployment for vulnerability remediation (including zero-day threats)
- Strong L3 troubleshooting capabilities across OS and hardware
- Solid understanding of endpoint security, compliance, and vulnerability management
- Working knowledge of ITIL processes (Incident, Problem, Change Management)
- Strong communication and stakeholder management skills
Preferred Qualifications
- Certifications in JAMF, Apple, Microsoft Intune, or Endpoint Management
- Experience managing enterprise-scale Mac environments (Apple Business Manager, lifecycle automation)
- Exposure to scripting/automation (Shell, PowerShell)
- Experience leading OS upgrades and migration programs
- Knowledge of security frameworks and compliance standards
- Strong documentation and knowledge transfer capabilities
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
