UEM (Unified Endpoint Management) Engineer

Job Title: UEM (Unified Endpoint Management) Engineer ManageEngine

Experience - 45 Years

Certification (Mandatory)

• ManageEngine UEM (Endpoint Central) Certification (ME-UEM)

About the Role

We are looking for a skilled UEM Engineer with hands-on experience in ManageEngine Endpoint Central to manage endpoint devices, ensure compliance, and deliver efficient UEM operations. The role involves governance, configuration, L1 support, and coordination with OEM for escalations and service delivery.

Key Responsibilities

1. Governance & Service Delivery

• Act as the single point of contact (SPOC) for all UEM-related services and escalations
• Govern daily operations, SLAs, and incident performance via ITSM workflows
• Conduct weekly/monthly governance reviews and publish performance dashboards
• Coordinate with OEM for L3 escalations and ensure resolution tracking

2. Core UEM Configuration

• Configure and manage custom roles and access controls in Endpoint Central
• Implement enrollment methods:
• Windows Autopilot
• Apple Business Manager (ABM)/DEP
• Android Enterprise (Zero-Touch)
• Create and deploy configuration profiles and security policies across platforms (Windows, macOS, iOS, Android)

3. Operational Management (L1 Support)

• Provide 9x6 onsite support for device onboarding, patching, and troubleshooting
• Deliver 24x7 remote support for monitoring and escalations
• Perform routine maintenance:
• Agent health checks
• Compliance validation
• Device monitoring
• Manage patch cycles, CAB alignment, and deployment validation

4. Incident, Change & Problem Management

• Manage end-to-end lifecycle using ITSM tools (ServiceNow/Remedy)
• Troubleshoot issues and escalate product-level concerns to OEM
• Track RCA and ensure timely closure within SLA

5. Reporting, Compliance & Audit

• Generate weekly/monthly reports on:
• Endpoint health
• Patch compliance
• Security posture
• Support audits with proper documentation and evidence
• Share SLA and compliance dashboards with IT governance teams

6. OEM Coordination & Escalation

• Liaise with ManageEngine for L3 support, bug fixes, and enhancements
• Track escalations till closure with full visibility
• Coordinate upgrades, patches, and hotfix deployments via CAB process

7. Documentation & Knowledge Management

• Prepare SOPs, runbooks, RCA documents, and admin guides
• Coordinate knowledge transfer sessions with OEM
• Maintain version-controlled documentation for audit readiness

Required Skills

• Hands-on experience with ManageEngine Endpoint Central (UEM)
• Strong knowledge of device enrollment methods and endpoint security policies
• Experience with ITSM tools (ServiceNow/Remedy)
• Understanding of patch management, compliance, and endpoint monitoring
• Good troubleshooting and escalation handling skills
• Strong communication and stakeholder management abilities