MDM Administrator

Responsibilities

• Continually monitor software provider’s knowledge base articles for fixes, upgrades and releases
• Recommend implementation of fixes, upgrades and releases
• Review current Customer applications/services and provide solution recommendations to business requirements (e.g. publishing applications like Sales force, . under recommended apps using MDM only)
• Provide End-User or technical staff orientation as needed when installing MDM client
• Work with other support group (e.g. Data Center) to facilitate and troubleshoot issues as it relates to mobility within the Customer ecosystem
• Implement security policies/posture and standards for mobile devices
• Defining all the users group that shall be covered by the MDM service
• Define the Role based access control (RBAC) for support groups to facilitate support to end users
• Implement RBAC
• Develop, document and maintain in the Procedures Manual Mobility End User Support Services procedures that meet Customer requirements and adhere to Customer policies
• Review and provide additional procedures as required and approve Mobility End User Services procedures
• Develop and support end user MDM manuals
• Provide performance reports according to Customer requirement and SLAs (e.g. Mobility ticket data and trending report)
• Assist End User in registering their mobile devices with the MDM solution
• Provide level 1 and level 2 MDM and applications support (e.g. Active/Sync email, publishing applications under recommended apps section)
• Provide level 1 and level 2 Handheld usage support and troubleshooting (e.g. sending and receiving email, options, user profile, filters, and external email accounts)
• Provide troubleshooting for provisioning issues for MDM
• Provide level 1 and level 2 support for MDM troubleshooting and administration
• Procure and provide licenses/phones to end users (including iPads)

Experience and Skills

Professional/Technical Competencies:

Airwatch, Intune, MobileIron;

• Manage Intune hybrid setup integrated with SCCM. Manage Airwatch infrastructure.
• Experience in Upgrades, Patching, proposing service improvement plan for MDM.
• Demonstrated knowledge of ITIL principles and processes.
• Demonstrated knowledge of MDM, MAM domain and best practices.
• Strong written and verbal communications skills with the demonstrated ability to build effective relationships with peers and communicate at all levels within the organization.
• Skills to deliver quality service in individual role to deliver service as per agreed SLAs.
• Ability to communicate (both written & oral) clearly with various internal stakeholders and customer

Highly Desirable:

• Experience on working in a global support environment, experience of ticketing-tools and exposure to ITIL processes in context of service operations is a plus.
• Should have good understanding the technologies  – Airwatch, Intune, Mobile Iron.
• The incumbent should be open to learn and scale up technical skills (Cross-Skilling).
• Minimum professional level certification on one or multiple technologies listed above.
• Experience of providing support to international customers in live environment.

• Technical certification on technologies would be preferred – MCSA, MCP, MCITP etc. 
• The incumbent should have good understanding/ hand on experience on below:
  • Airwatch Solution On premise support, Cloud instanceIntune MS intune integrated with SCCM (Hybrid), Standalone
  • Mobile Iron Experience on Mobile Iron
• The understanding\conceptual knowledge on below be an advantage:

• Messaging Cloud – O365
  • Airwatch                                             
  • SIEM tool – SNOW (Preferable)