Enterprise Service Management - Systems Engineer - Senior Associate

Role Summary The Senior Associate is responsible for overseeing enterprise IT Service Desk operations and ensuring resilient service delivery across Collaboration, End-User Computing (EUC) and business-critical enterprise platforms. The role provides operational leadership for incident governance, service performance management and stakeholder coordination, ensuring SLA adherence and continuous service improvement. This position serves as a senior escalation point, mentors junior analysts and supports progression toward formal service management responsibility. --- Key Responsibilities · Oversee and govern L1 Service Desk operations to ensure service availability, SLA compliance and quality standards. · Lead support for business-critical enterprise platforms including Replicon, SAP and Workday, ensuring high availability, access governance and coordinated incident resolution. · Oversee operational support for proprietary platforms including Tiger and Titan, ensuring service resilience, performance monitoring and cross-functional incident management. · Own operational performance reporting, including MTTR, SLA adherence and incident trend analysis. · Lead Major Incident Management (P1/P2), acting as Incident Commander across technical teams and business stakeholders. · Provide advanced support and operational oversight for Collaboration platforms such as Microsoft Teams and Webex. · Manage EUC operations including Windows environments, Intune-managed devices, MIM identity systems and enterprise endpoint security. · Manage Active Directory and Azure AD governance, access control and compliance standards. · Coordinate cross-functionally with Infrastructure, Security and Application teams to ensure service continuity. · Partner with Problem Management to conduct root cause analysis (RCA) and drive systemic service improvements. · Lead quality assurance reviews, enforce ITIL-aligned operational processes and maintain accurate ITSM documentation in ServiceNow. · Contribute to observability strategy using Grafana, Azure Monitor, CloudWatch and Power BI dashboards. · Mentor analysts and contribute to operational maturity and service governance frameworks. --- Required Qualifications · 8+ years of enterprise IT operations experience. · Proven leadership in Major Incident Management within regulated or enterprise environments. · Strong expertise in ITIL-based service governance and ServiceNow ITSM. · Experience managing enterprise Collaboration, EUC and business-critical platforms including Replicon, SAP and Workday. · Demonstrated stakeholder management across business and technical functions. · Experience working in global or multi-site environments. As the world leader in global mobility, we spark change for our clients and for our people, providing opportunities for advancement, growth, and belonging. We encourage all our employees to embrace our values while finding fulfillment and success at Vialto. We push the boundaries of global mobility. With more than 50 years of experience, Vialto has the technology, tools, and expertise to help our clients navigate around global mobility obstacles. We're dedicated to going beyond expectations to help spark growth and unlock potential around the globe. Because when we're all connected, anything is possible.