IT Operations Lead - Mac Endpoint Management

Overview

• We are seeking a highly experienced IT Operations Lead with architect-level expertise in endpoint management, specializing in Mac environments alongside Windows ecosystems.
• This role will function as the Global SME and Single Point of Contact (SPOC) for MacBook management across the enterprise, while leading IT operations for Hyderabad and Pune locations.
• The ideal candidate will bring deep technical expertise in Mac endpoint architecture, enterprise management tools, and security frameworks, combined with strong operational leadership to deliver scalable, secure, and high-performing end-user computing services.

Scope

• Lead global Mac endpoint strategy, governance, lifecycle management, and standardization across the enterprise.
• Drive IT operations and service delivery for Hyderabad and Pune, ensuring SLA/OLA adherence and high user satisfaction.
• Own L3 support for endpoint OS, hardware, and performance issues across Mac and Windows environments.
• Collaborate with global IT, Security, and Infrastructure teams to implement scalable and compliant endpoint management solutions.

What You’ll Do

• Serve as the Global SPOC and SME for Mac endpoint management, covering provisioning, configuration, patching, compliance, and troubleshooting.
• Lead enterprise-wide Mac OS upgrades, migrations, and vulnerability remediation including zero-day threats.
• Architect, manage, and optimize endpoint management platforms such as Microsoft Intune, ManageEngine Endpoint Central, and JAMF.
• Define and enforce enterprise standards, automation strategies, and best practices for endpoint environments.
• Provide L3 support and act as escalation point for critical incidents, ensuring timely resolution and root cause analysis.
• Manage IT service delivery aligned with ITIL processes (Incident, Problem, Change Management) and track SLA/CSAT metrics.
• Own IT asset lifecycle management including procurement, inventory tracking, allocation, and disposal.
• Manage vendor engagements for hardware support, repairs, and escalations.
• Collaborate with leadership and global stakeholders on endpoint security, compliance, and enterprise initiatives.
• Develop documentation, reporting dashboards, and enable effective knowledge transfer.

What We’re Looking For

• 8–12+ years of experience in IT Operations, endpoint management, and enterprise environments.
• Strong hands-on expertise in Mac endpoint management (mandatory) with Windows ecosystem exposure.
• Experience with Microsoft Intune, JAMF, and ManageEngine Endpoint Central.
• Strong expertise in vulnerability management, patching, and endpoint security compliance.
• Advanced L3 troubleshooting skills across OS, hardware, and performance issues.
• Working knowledge of ITIL processes (Incident, Problem, Change Management).
• Experience with enterprise-scale OS upgrades and migration programs.
• Exposure to scripting/automation (Shell, PowerShell) is an added advantage.
• Strong stakeholder management, leadership, and communication skills.
• Certifications in JAMF, Apple, Microsoft Intune, or Endpoint Management and experience with Apple Business Manager are preferred.