The Solution Architect – End User Compute (EUC) CoE is the technical and operational leader
responsible for defining, standardizing, and modernizing all aspects of endpoint service delivery within
Neurealm’s RunOps Practice. You will lead the Center of Excellence for EUC, setting standards for
endpoint lifecycle management, automation, patch compliance, digital experience measurement, and
scalable support models.
This role requires a combination of technical depth, automation fluency, and delivery leadership. You’ll
collaborate across engineering, ITSM, cybersecurity, and client teams to drive measurable improvements in
user experience, endpoint security posture, and operational efficiency — all while building the reusable
runbooks and automation pipelines that power Neurealm’s d services model.
Key Responsibilities
1. Domain Strategy & Governance
Define the reference architecture for endpoint management across physical, virtual, and mobile
devices
Set patching, imaging, software deployment, and configuration baselines for all client
environments
Govern tool selection and standard policies for endpoint protection, MDM, and digital experience
monitoring
2. Automation & SOP Codification
Design and maintain SOPs and playbooks for zero-touch provisioning, automated patch
compliance, and self-healing
Build integration workflows using low-code tools or APIs to automate onboarding, policy
enforcement, and software installs
Partner with the Automation CoE to accelerate L1/L2 issue resolution via bots, triggers, and
remediation scripts
3. d Services & Delivery Optimization
Define tiered support models and escalation paths for EUC issues across client types
Support capacity planning and shift distribution across global delivery teams
Enable common tooling and process reuse to scale support without duplicating effort
4. Quality Assurance & Compliance
Enforce monthly patch compliance, device hygiene baselines, and security posture metrics across
clients
Audit delivery quality through ticket analysis, endpoint telemetry, and experience scoring
Monitor adherence to CoE-authored runbooks and playbooks; lead corrective action when
required
5. Sales Enablement & SME Support
Provide subject matter expertise during EUC-related RFPs, assessments, and client onboarding
Create reusable enablement materials — including architecture templates, cost models, and demo
flows
Represent the EUC CoE in client strategy sessions and pre-sales discussions
Tools, Platforms, and Techniques
Endpoint Management
Microsoft Intune, SCCM/MECM, Windows Autopilot
JAMF for macOS environments
Workspace ONE, MobileIron, or equivalent MDM platforms
Virtual Desktop & Remote Access
Citrix Virtual Apps and Desktops
Azure Virtual Desktop (AVD), Windows 365
VMware Horizon, Parallels RAS
Digital Experience Monitoring (DEM)
Nexthink, Lakeside SysTrack, Aternity, or ControlUp
User sentiment collection tools and endpoint scoring
Automation & Integration
PowerShell, Bash, or Python scripting for endpoint orchestration
N8N or similar low-code automation platforms
Software deployment orchestration via Intune, SCCM, or Chocolatey
Security & Compliance
Defender for Endpoint, BitLocker, CrowdStrike Falcon (in coordination with Cyber CoE)
Patch management policies and compliance dashboards
Device encryption, firewall, and baseline hardening
Required Certifications
Microsoft 365 Certified: Modern Desktop Administrator Associate (Required)
Citrix Certified Associate – Virtualization (Preferred)
JAMF 200+ Certification (Preferred, for macOS environments)
ITIL v4 Foundation or equivalent ITSM awareness (Nice to have)
Required Qualifications
8+ years of experience in endpoint engineering or EUC operations, with 3+ years in a lead or
architect-level role
Hands-on experience managing large-scale Intune/SCCM deployments and patching automation
Strong working knowledge of VDI platforms, MDM tools, and zero-touch provisioning frameworks
Demonstrated success standardizing device builds, policy enforcement, and troubleshooting
frameworks
Strong documentation and cross-functional collaboration skills
Preferred Qualifications
Experience managing endpoint fleets in regulated industries (e.g., healthcare, banking, government)
Background in setting up digital experience monitoring programs
Familiarity with cross-platform support (Windows, macOS, Android, iOS, ChromeOS)
Prior role in a managed services or d services environment
Success Metrics for This Role
- 90% monthly patch compliance across all managed endpoints
- 95% adherence to CoE-authored provisioning and support playbooks
Measurable improvement in DEX (Digital Experience) scores across accounts
Reduction in L1 tickets via automation/self-healing bots
Demonstrated contribution to successful solutioning and sales engagements
