SCCM Administrator

Greetings from TCS!

We are looking for a Workplace Delivery – Client Management (Intune / SCCM Support)

Experience : 4 - 6 Years

Location : Bangalore

Services description :

SAP has upgraded to Intune infrastructure for most part of the client management, except for few servers operating with SCCM.

Management of Intune / SCCM client functionality of all resources within SAP on both workstations and servers.

Technical Tasks / Activities :

Intune Service Management

Proactively monitor the Intune dashboard for critical alerts. Prioritize alerts based on severity and operational impact. Address alerts promptly and take appropriate action to resolve issues, such as troubleshooting device connectivity, policy misconfigurations etc. Maintain a record of significant alerts and actions taken for reporting purposes.

Investigate and resolve connectivity issues between Intune and Azure Active Directory (AAD). When connectivity issues arise, especially concerning user authentication or device registration, investigate the cause using Intune and AAD logs. Verify that devices are properly registered with AAD and troubleshoot any integration issues. Escalate unresolved integration issues to the Experts team for further analysis.

Ensure complex issues are resolved without disrupting user services. Identify complex issues such as policy conflicts, large-scale non-compliance, or critical CMG alerts. Work closely with cross-functional teams, including security, networking, and service delivery, to investigate and resolve complex technical problems. Provide timely updates to Experts team and stakeholders (if needed) about issue status and expected resolution timelines. Recommend implementing preventative measures to reduce the likelihood of similar issues recurring.

Regular summaries of critical Intune alerts, actions taken, and resolutions.

Intune Client Management

Monitoring devices to ensure that the Intune client agent is installed and functioning correctly.

Managing, implementing, updating, and enhancing self-healing scenarios for clients without the Intune client or experiencing issues related to any components to ensure at the Intune client is installed and operational, and maintains proper communication with the backend.

Monitoring, managing, and troubleshooting all incidents and problems associated with Company portal and Software Center itself.

Monitoring Nexthink dashboard for overall Intune enrolment, SCCM client health etc inclusively using NQL queries to identify broken or problematic clients.

Removing Intune client records upon request from IT, stakeholders including various verifications of legitimacy.

Monitoring, managing and troubleshooting all incidents and problems associated with SCCM on servers.

Monitoring, managing, and reviewing client settings on servers.

Weekly reports on device compliance status, detailing non-compliant devices, remediation actions taken, and unresolved cases.

This includes but is not limited to :

Analysis of log files for root cause analysis by using Intune tools, like the Intune Management Extension and Company Portal

Strategy planning for automatically applying to affected systems based on RCA results.

Using different methods like compliance policies, Scripts, Intune applications, Nexthink campaigns and scheduled tasks to achieve automated fixes.

Monitoring, managing, and processing incidents based on Service Offerings.

Life cycle management of policies to make sure that there are no contradictory policies, policies that are not necessary, or stuck in DEV phase.

Software Delivery Service

Assigning new Intune packages by utilizing the appropriate rings and groups within WWS managed groups, ensuring the assignment process is maintained and closely monitored.

Conducting comprehensive lifecycle management for all Intune packages focusing on assignments, archiving, and maintaining proper supersedence. The objective is to minimize the number of versions of a single application within Intune and effectively manage outdated packages.

Publishing, replicating, and overseeing content distribution for all SCCM packages across all distribution points to guarantee efficient and reliable distribution. This includes monitoring, troubleshooting, and optimizing content distribution. The supplier is also tasked with automating content replication through SAP processes, managing package lifecycles, and deploying packages to authorized users as per SAP policies.

Providing support for both existing and newly assigned package deployments, regardless of whether they were created by the supplier. This support includes but is not limited to : Application management.

Managing supersedence and prerequisites

Resolving assignment issues and errors

Addressing tickets created by users related to installation errors.

Documenting, publishing, and maintaining all configuration settings on applications and assignments, processes used, status information, root cause analysis of resolved issues, and any changes to individual or common settings. This documentation should serve as valuable change management information and process descriptions, ensuring appropriate communication with all affected users and teams.

Updates Management :

Responsible for managing the monthly deployment of Updates via Windows Update rings in Intune for all devices (end-users and stakeholders).

Deploy emergency security patches through Intune, leveraging expedited quality updates within WUfB.

Group and manage security updates using Intune’s update compliance features and ensure that only necessary, requested, and non-superseded security updates are available for deployment.

Create, maintain, and monitor Security Baselines and Configuration Profiles in Intune, used to maintain consistency across security configurations and updates, ensuring compliance across devices.

Ensure that update deployments are synchronized with other mandatory software deployments, using App Deployment features and scheduling policies to ensure that required updates and software are deployed together smoothly without conflicts.

Publish all necessary information regarding the mandatory rollout of updates on Teams channels and inform stakeholders.

Track patch deployment figures and monitor compliance regularly through Intune reports and dashboards.

Proactively alert devices that fail to install updates or report issues and address these in a timely manner.

Monitor and troubleshoot devices that fail to perform Windows Update scans, leveraging Intune reports to identify non-compliant devices. Assist teams in fixing these issues, providing root cause analysis and remediation steps.

Managing SCCM update content for servers by downloading requested updates, distributing content to all distribution points using all methods described in the package distribution service. Lifecycle management of the updates within SCCM to keep only the non-superseded and deployed ones as available within SCCM and associated distribution points.

Managing and bundling the security updates into defined security update groups. Maintaining content of security update groups to hold only requested and non-superseded updates. This includes the usage of the third-party tool Ivanti that is integrated into the existing SCCM environment, to manage 3rd party patches.

Continuously monitor, report, and alert all patch-related components.

SCCM Backend Infrastructure monitoring and support :

Manage SCCM distribution points for SAP-authorized locations, including configuration, monitoring, updating, decommissioning, and maintenance. Hardware and OS are managed by the CTW Operations Backend team.

Providing support, troubleshooting, investigating and solving issues related to standard distribution point services and features. Planning, coordinating and adjusting infrastructure to new features released quarterly by SCCM updates.

Monitoring the complete SCCM infrastructure (Primary site, management points, distribution points, SQL servers, reporting server) using the SCCM console, by using :

Alerts

Notifications

Overviews in monitoring

SAP monitoring tools, including but not limited to :

SAP internal ticket systems (tickets created by SCOM)

Other notifications

Monitoring is part of the main services delivered by the supplier. Monitoring must enable prompt identification and remediation of incidents and problems.

Configuring, updating and maintaining configuration settings within SCCM, including but not limited to :

Boundaries

Boundary groups

Client settings

Client settings deployment

Discoveries

Lifecycle management is required for these settings to make sure that the settings always reflect the current situation, and any unnecessary items are being removed. This management has to be done monthly or quarterly including documentation of changes and status. Performing additional services, monitoring and troubleshooting of other SCCM components, including but not limited to SQL maintenance, SQL jobs, SQL backup, maintenance tasks (SCCM), SCCM backup, IIS by making use of any SAP specific solutions and tools.

Windows OS Support :

Solving tickets created by end users related to Windows operating system issues.

Required Skills and Expertise :

Expert knowledge in Intune / SCCM version widely deployed in the market and still current.

Thorough understanding of hardware and software inventory and workflow.

Must have good understanding of GPO and AD.

Good knowledge of SCCM reporting.

Basic knowledge of SQL

Desired Skills :

Knowledge of networking concepts

Client patch management

Powershell scripting