Senior Analyst - CTO - CTS - Digital workspace

Requirements

• 2-4 years of hands-on experience in End User Computing (EUC) administration, managing Windows devices, modern management platforms, and enterprise endpoint environments.
• E xperience working within global infrastructure teams and collaborating effectively .
• Strong background in supporting, maintaining , and troubleshooting end-user technologies, including operating systems, device provisioning, application deployment, and endpoint security.
• Demonstrated success working in fast paced , agile environments, contributing to cross functional teams, and adapting quickly to evolving business and technology requirements.
• Educational Qualification:
• Graduate/Masters in any discipline
• Any certifications would be an added advantage
• M&G Behaviours relevant to all roles:
• Tell it like it is: Respectfully speaking up to create better ways forward - both direct and empathetic
• Own it now :

Benefits

Additional Information

About M&G India We are M&G India, the strategic innovation and digital hub for M&G. Established in 2003, we have offices in Mumbai and Pune. Our teams work closely with colleagues across the Group worldwide to drive transformation, build digital capability, and support sustainable growth. By leveraging technology, AI, automation, and process excellence, we bring new ways of thinking to improve outcomes for both customers and colleagues. Grounded in a vibrant culture with strong foundations, we are central to how M&G is transforming as a business. About M&G Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions. Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. Accountabilities/Responsibilities Provide L2/L3 support for Windows endpoints and Cloud PCs (Windows 365) managed via Microsoft Intune, handling escalated incidents and service requests related to device enrollment , configuration, application installation, and policy compliance. Support the end-to-end device lifecycle, including device provisioning, rebuilds, re- enrollment , and de ‑ provisioning activities, in line with documented SOPs and defined escalation procedures. Assist with application deployment support by validating Microsoft Intune deployment profiles, assignment groups, dependencies, and installation results, and troubleshooting application installation failures escalated from the Service Desk. Perform basic Windows application packaging and validation tasks as required , supporting senior engineers with testing, issue identification, and deployment readiness. Investigate recurring or complex technical issues, perform initial analysis, and escalate appropriately to senior team members with clear findings and supporting evidence. Collaborate closely with the Service Desk, Infrastructure, Security, and On ‑ site Support teams to ensure timely issue resolution, effective communication, and an improved end ‑ user experience. Ensure all support activities adhere to security, compliance, and operational standards, proactively identifying and raising risks through established governance and escalation channels. Create, update, and maintain support documentation, including SOPs, troubleshooting guides, and knowledge base articles, to improve first ‑ time fix rates and reduce repeat incidents. Support continuous improvement of the digital employee experience by leveraging and enhancing PowerShell-based tools and scripts to automate tasks and reduce manual operational effort. Key Stakeholder Management Internal / External Business & Work space Delivery Teams Consultants Vendors (Microsoft) Knowledge, Skills, Experience & Educational Qualification Knowledge & Skills (Key): Strong understanding of ITSM processes and escalation workflows. Provide support for Windows endpoints, resolving issues escalated from L 1 and L2 . Perform basic application packaging and test validation activities. Support Cloud PC (Windows 365) provisioning and troubleshooting. Troubleshoot Windows Update for Business, including update rings and compliance issues. Conduct troubleshooting using Event Viewer, device diagnostic logs. Use PowerShell scripts to automate tasks and reduce manual effort. Create and maintain SOPs, troubleshooting guides, and knowledge articles to improve fix rates. KNOWLEDGE AND SKILLS (DESIRABLE): Experience working with infrastructure SCCM / MECM and Azure AD (Entra ID ) , Nexthink, Patch My PC. Familiarity with Citrix, App-V, Cloud PC/Windows 365, AVD or other VDI platforms, including application virtualization and remote desktop delivery .

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