Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with Scale @ Speed as our guiding principle.
Systems Engineer
Tower: EUC | Sub-Tower: EUC-DWP | Specialization: Printing and Scanning Co-ordination
Experience Guideline: 3-8 years relevant experience (Engineer / Senior Analyst)
Role Summary
The Systems Engineer supports the EUC tower within EUC-DWP and is accountable for end-to-end delivery/operations of Printing and Scanning Co-ordination. The role ensures service stability, security/compliance alignment, and continuous improvement to meet agreed SLAs/OLAs.
Band Expectations
- Scope: Handles BAU independently; executes standard changes; supports small enhancements.
- Leadership: Contributes to automation/CSI; coaches juniors on tasks/runbooks.
Key Responsibilities (Detailed)
- Coordinate EUC device lifecycle activities: procurement, staging, deployment, refresh, repair, and decommission.
- Manage service requests and incidents; ensure accurate tracking, updates, and SLA adherence.
- Coordinate logistics with vendors/field support; schedule deliveries/collections and validate closure evidence.
- Maintain asset/inventory records and ensure timely updates to systems of record.
- Prepare and publish daily/weekly status, backlog aging, and action trackers; highlight risks and drive closure.
- Maintain process documentation and handover notes; identify and implement process improvements.
- Coordinate printing/scanning requests: onboarding printers, driver deployment coordination, and vendor escalations for consumables/issues.
- Track incidents and liaise with field support/vendor teams to restore services; maintain SLA communications and documentation.
Tools & Technologies
- ITSM tool (ServiceNow/BMC as applicable)
- Asset/Inventory tools (as applicable)
- MS Excel / Reporting
- Communication tools (Teams/Email)
Required Skills & Knowledge
- Print services basics
- Vendor coordination
- ITSM
- Communication
Operational Processes (ITIL/ITSM)
- Incident Management: triage, escalation, communications, SLA adherence
- Problem Management: trend analysis, RCA/PIR, corrective/preventive actions
- Change Management: risk assessment, approvals, implementation/backout, PIR
- Configuration/Asset Management: accurate records and verification
- Security & Compliance: access governance, policy compliance, audit evidence
Key Deliverables
- Printer onboarding tracker
- Incident/action tracker
- Monthly service report
KPIs / Success Measures
- MTTR for print incidents
- Request fulfillment SLA
- Backlog aging
Stakeholders & Interfaces
- Service Desk / EUC Operations
- EUC engineering teams (Endpoint/Identity/Security)
- Security & Compliance teams
- Vendors/OEMs, field support, and logistics partners
- Business stakeholders and governance forums
Qualifications & Certifications (Preferred)
- Bachelor's degree in IT/Engineering or equivalent experience
- ITIL Foundation (preferred)
Shift / On-call Model
As per operational roster, this role may require on-call participation, major incident support, and planned maintenance window coverage.
