JD- EUC Lead

The EUC Lead is accountable for the endtoend delivery, governance, and continual improvement of EUC services.
The role ensures EUC services are delivered in a secure, compliant, resilient, and customerfocused manner, fully aligned with bank regulatory obligations, risk appetite, and service contracts.

Responsibilities-

1. Service Ownership & Accountability

- Own overall EUC service delivery for Close Brothers, including Desktop & Laptop Support, EUC Engineering, Application Packaging, Patch & Asset Management.
- Act as the single point of accountability for EUC services toward Close Brothers IT, Risk, Security, and Business stakeholders.
- Ensure EUC services operate strictly within agreed scope of service, contract, and CR approvals.
- Govern EUC operating model, support processes, and service documentation in line with CBL IT policies and standards.

2. Regulatory, Risk & Compliance Management

- Own EUC compliance against audit, risk, security, and data protection requirements (including GDPR and endpoint security standards).
- Proactively identify and mitigate EUC operational and technology risks, escalating material risks through the agreed CBL governance forums.
- Support internal and external audits, ensuring timely closure of audit findings and evidencebased responses.

3. Incident, Major Incident & Problem Management

- Ensure EUC incidents and service requests meet SLA and KPI commitments agreed with Clients.
- Lead or support Major Incident Management for EUCrelated outages, including:
- War room leadership
- Clear stakeholder communications
- Business impact awareness
- Postincident RCA and corrective actions





- Drive problem management to reduce repeat incidents and improve service stability.
- Ensure knowledge articles and KEDB are maintained to support shiftleft and faster resolution.

4. Stakeholder & Governance Management

- Act as the primary EUC interface for Client IT leadership, Service Management, Security, Risk, and Business teams.
- Lead EUC governance meetings, service reviews, and escalation calls.
- Provide clear, factual, and transparent reporting on service performance, risks, audit status, and improvement actions.
- Build strong, trusted relationships with Close Brothers stakeholders, ensuring expectations are clearly managed.

5. Change, Transition & Service Assurance

- Govern EUC changes in line with CBL Change & Release Management processes.
- Lead EUC service transitions, onboarding of recent services, and scope changes following approved CRs.
- Ensure proper impact assessment, KT, readiness checks, and documentation before any service golive.
- Provide riskbased recommendations to Close Brothers for EUC service changes and enhancements.

6. People, Vendor & Location Management

- Lead and manage offshore EUC teams, ensuring:
- Adequate skill coverage
- Shift alignment (including 127 where applicable)
- Compliance with CBL workplace and security policies

- Manage thirdparty EUC vendors and subcontractors,



ensuring delivery aligns with CBL security, compliance, and service standards.
- Ensure office presence, access, and location compliance for EUC teams supporting Close Brothers.

7. Financial & Commercial Governance

- Manage EUC service delivery within approved budgets and commercials.
- Support CR assessments, cost impact analysis, and service optimisation initiatives.
- Ensure accurate demand forecasting and resource planning aligned to Close Brothers business needs.

8. Continuous Improvement & EndUser Experience

- Drive Continual Service Improvement (CSI) initiatives across EUC services.
- Identify opportunities for automation, selfservice, tooling optimisation, and reduction in manual effort.
- Use service data, trends, and customer feedback to improve enduser experience and productivity.
- Align EUC improvements with Close Brothers Digital Workplace strategy.

9. Reporting & Performance Management

- Own EUC KPIs including:
- SLA & KPI compliance
- CSAT
- Incident & problem trends
- Patch & security compliance
- Audit & risk metrics

- Ensure reporting is accurate, auditable, and aligned to Client governance expectations.
- Highlight risks early and track mitigation actions to closure.

EUC Lead Required Tools Knowledge

1. EUC Lead – Required Tools Knowledge
2. Endpoint & Device Management Tools- Intune
3. Application Packaging & Software Distribution- Wins/IOS/Mac
4. Monitoring, Experience & Telemetry Tools- Nexthink
5. Collaboration & EndUser Productivity Tools- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)Role & responsibilities

Preferred candidate profile

📌 EUC Architect (Hyderabad)
🏢 Wipro
📍 Hyderabad