End User Computing (EUC) Site Reliability Engineering (SRE) Lead

Your tasks

Reliability Engineering & Observability

• Define and implement the reliability strategy for End User Computing (EUC) services across APAC, establishing measurable service reliability indicators (SLIs), objectives (SLOs), and performance benchmarks.
• Build end-to-end observability capabilities across the EUC environment using Microsoft Intune, Microsoft Graph API, Digital Employee Experience (DEX) platforms, and monitoring tools.
• Establish reliability dashboards, proactive monitoring, intelligent alerting, and service health reporting to improve visibility and operational decision-making.
• Analyse service performance trends, operational data, and user experience metrics to identify opportunities for improvement.

SLO Management & Service Performance

• Develop and operationalise SLOs, reliability KPIs, and error-budget practices to drive continuous improvement across EUC services.
• Establish regular reliability reviews and reporting cadence, including operational dashboards, management reporting, and improvement recommendations.
• Use reliability metrics and service insights to prioritise engineering improvements, automation initiatives, and operational investments.

Automation & Operational Excellence

• Lead automation initiatives to reduce operational effort and improve efficiency across EUC services, including endpoint provisioning, patch management, software deployment, configuration management, and incident workflows.
• Develop automation solutions and self-healing capabilities using scripting and orchestration technologies such as PowerShell, Python, Microsoft Graph API, Terraform, and Ansible.
• Drive adoption of standardised automation frameworks, reusable solutions, and self-service capabilities across regional EUC operations.
• Identify opportunities to reduce manual operational workload and improve service scalability.

Problem Management & Reliability Improvement

• Lead major problem management activities, root cause analysis (RCA), and post-incident reviews for recurring EUC reliability issues.
• Drive preventive engineering improvements to eliminate recurring incidents and improve service resilience.
• Perform capacity planning, performance optimisation, and reliability assessments to ensure EUC platforms remain scalable and highly available.
• Act as the L3 technical escalation point for complex reliability, automation, and endpoint engineering issues.

Leadership & Capability Development

• Establish and evolve the EUC SRE operating model across operational teams, improving collaboration between support, engineering, and automation functions.
• Provide technical leadership and mentorship to regional EUC engineers and SRE champions, promoting engineering-driven operational practices.
• Partner with EUC Technology, Regional Operations, Service Enablement, and business stakeholders to embed reliability principles into service design and delivery.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 8–12 years of experience in Site Reliability Engineering, Infrastructure Engineering, End User Computing, Platform Engineering, or IT Operations, with strong experience in reliability improvement and automation.
• Strong automation and scripting experience using technologies such as PowerShell, Python, Microsoft Graph API, Terraform, Ansible, or equivalent tools.
• Proven experience defining and managing SLIs, SLOs, reliability KPIs, error budgets, monitoring, and service health reporting.
• Strong knowledge of Microsoft 365, Microsoft Intune, Windows 10/11 endpoint management, iOS device management, and modern workplace technologies.
• Experience with observability and Digital Employee Experience (DEX) platforms such as Nexthink, 1E, Lakeside, or equivalent solutions.
• Strong background in in cident management, problem management, RCA, automation-led improvement, and operational transformation.
• Experience integrating EUC operations with ITSM platforms such as ServiceNow.
• Experience supporting banking, financial services, or regulated environments preferred, with knowledge of MAS TRM or similar regulatory frameworks advantageous.
• Preferred certifications include Microsoft 365/Azure certifications, ITIL, Terraform, Ansible, or automation-related certifications.

How to apply

Interested applicants, please contact Angelica at AngelicaD@charterhouse.com.sg for a confidential discussion.

Other

EA License no.: 16S8066 I Reg no.: R1110125