Windows L3 OS management Engineer (NCS/Job/ 3717)

Windows L3 skill for OS management, with a primary focus on Windows 11:

Role Summary:

The L3 OS Management Engineer is accountable for engineering, stability, lifecycle management, and advanced troubleshooting of the Windows endpoint OS platform with a primary focus on Windows 11 in an enterprise Digital Workplace. This role drives OS standards, feature update/quality update servicing, security baseline compliance, and end-to-end incident/problem management for complex OS issues across physical and virtual endpoints. The role partners closely with Security, Endpoint Engineering, IAM, Network, and Service Operations to ensure a secure, performant, and compliant Windows 11 experience at scale.

Key Responsibilities (L3 Scope)

1) Windows 11 Engineering & Platform Ownership

• Own Windows 11 OS platform strategy (edition/servicing model, baselines, standards, images, update rings).
• Define and maintain OS engineering standards: build sheets, GPO/MDM configurations, baseline hardening, device compliance policies.
• Manage Windows 11 feature enablement and compatibility: new features, OS capabilities, driver/firmware alignment, app readiness coordination.
• Create and maintain reference images (if required) and/or cloud-native provisioning standards (e.g., Autopilot-based builds).

 

2) OS Servicing (Feature Updates & Monthly Quality Updates)

• Plan, pilot, and deploy Windows 11 Feature Updates (e.g., 23H2/24H2/next releases) using ring-based approaches.
• Own Patch Tuesday readiness: test, deploy, monitor, remediate issues; manage known issues and rollback strategies.
• Drive servicing governance: freeze windows, release notes, stakeholder communications, and compliance reporting.

 

3) Advanced Troubleshooting (L3) & Problem Management

• Handle major incidents related to OS stability, boot issues, performance degradation, update failures, profile corruption, BitLocker issues, driver conflicts, etc.
• Perform deep-dive root cause analysis using: Event Viewer, Procom, WPR/WPA, ETW traces, CBS/Windows Update logs, SetupDiag, crash dump analysis basics.
• Create permanent fixes: remediation scripts, configuration adjustments, packaging changes, known error playbooks.
• Lead Problem Management: trend analysis, defect triage, vendor escalation (Microsoft/OEM), and post-incident reviews (PIR).

 

4) Endpoint Security & Compliance (Windows 11)

• Implement and govern Windows 11 security posture:

·        TPM 2.0, Secure Boot, VBS/HVCI, BitLocker, credential protections

·        Security baselines alignment (Microsoft security baselines / enterprise hardening requirements)

• Partner with Security teams for:

·        vulnerability remediation SLAs, security update compliance

·        conditional access/compliance posture (MDM compliance policies)

 

5) Device & Driver/Firmware Lifecycle

• Own driver/firmware strategy with OEMs (Dell/HP/Lenovo):

·        driver packs, BIOS/UEFI settings, firmware/BIOS updates, regression control

• Maintain compatibility matrices and proactive testing:

·        docking stations, peripherals, audio/video drivers, GPU/graphics, Wi-Fi/BT

               

 

6) Modern Management & Co-management Support

• Provide L3 expertise for OS management through:

·        Intune (MDM), Windows Update for Business / Autopatch, MECM/SCCM, Co-management

• Design/optimize:

·        update rings, feature update policies, delivery optimization, policy conflicts resolution (GPO vs MDM), device compliance

• Ensure stable provisioning & recovery:

·        Autopilot troubleshooting, enrollment issues, ESP failures, policy application sequencing

 

7) Operational Excellence & Documentation

• Build and maintain L3 documentation:

·        OS standards, servicing runbooks, troubleshooting playbooks, RCA templates, knowledge articles

• Automate repetitive OS operations:

·        compliance checks, log collection, remediation workflows, health monitoring

• Participate in CAB/Change governance, design reviews, and service improvements.

 

L3 Skill Requirements (Core)

 

A) Windows 11 Expertise (Mandatory)

• Deep understanding of Windows 11 architecture and enterprise features:

·        Servicing models (feature vs quality updates), OS components, modern security stack

• Experience with Windows 10 → Windows 11 migration planning:

·        Readiness, compatibility, remediation, cutover strategy, rollback design

• Troubleshooting Windows Update failures and upgrade failures:

·        SetupDiag interpretation, Windows Update logs, CBS logs, Feature Update failures

 

B) Endpoint Management Platforms (Mandatory)

• Strong hands-on experience in at least one (preferably both):

·        Microsoft Intune (Endpoint Manager) – configuration profiles, compliance, update policies, Autopilot

·        MECM/SCCM – task sequences, servicing plans, software update deployments, collections, reporting

• Co-management expertise:

·        Workload switching, policy precedence, troubleshooting hybrid scenarios

 

C) Security & Identity Integration (Mandatory)

• Windows security fundamentals:

·        BitLocker, Defender, credential protections, VBS/HVCI, device guard, firewall

• Understanding of identity/device access controls:

·        Entra ID (Azure AD) join/hybrid join, conditional access interplay with compliance

• Baseline hardening and control validation in enterprise context.

 

D) Scripting & Automation (Mandatory)

• PowerShell (advanced): scripting for remediation, data collection, compliance checks, device configuration.
• Ability to write robust scripts with:

·        Logging, error handling, idempotency, parameterization, packaging for enterprise deployment

 

E) Diagnostics & RCA (Mandatory)

• Advanced troubleshooting toolset:

·        ProcMon, PerfMon, Event Viewer, WPR/WPA, ETW traces

• Structured RCA methodology:

·        Fault isolation, hypothesis testing, evidence-based conclusions, corrective/preventive actions

 

 

Desirable / Good-to-Have Skills

 

• Windows Autopatch, Windows Update for Business advanced tuning, Delivery Optimization

Endpoint analytics / experience monitoring:

·        Microsoft Endpoint Analytics, Nexthink, ControlUp, or similar

• Virtual desktop OS considerations:

·        AVD/Windows 365 OS policies, FSLogix basics (if applicable)

• Packaging and application compatibility:

·        MSIX/App-V (legacy), app readiness testing, driver signing, enterprise app troubleshooting

• ITIL problem/change management experience; CAB readiness

               

Experience & Qualifications

 

• 8–12+ years in EUC/Endpoint/OS management with 3+ years as L3/SME
• Proven experience supporting large enterprise fleets (10k+ endpoints)
• Relevant certifications (preferred):

·        Microsoft: MD-102, AZ-104, security fundamentals

·        ITIL Foundation (v3/v4) nice-to-have

 

Behavioral Competencies (L3 Expectations)

 

• Ownership mindset for platform stability and customer experience
• Strong stakeholder communication (Ops, Security, Architecture, business users)
• Ability to lead technical bridges during P1/P2 incidents
• Documentation discipline and continuous improvement orientation

 

Success Metrics (Sample KPIs)

 

• Windows 11 update compliance (% devices patched within SLA)
• Feature update adoption within planned timelines
• Reduction in repeat incidents via problem fixes and automation
• Mean time to restore (MTTR) for OS-related major incidents
• Security baseline compliance and vulnerability remediation SLA achievement