3rd Line Patch Analyst

In this Patch Management role, you will ensure End User devices and servers receive timely security patches and software deployments, aligning with contract SLAs. You will act as the first escalation point for patch incidents and drive incidents to resolution with cross-functional teams. The role supports a global service, with opportunities to shape service improvement, automation, and maturity. You join a collaborative, customer-focused team that values training, global collaboration, and a strong ITIL/ITSM foundation.

• Manage customer patching and software deployment per contract and SLA
• First point of contact for patch-related incidents and problems
• Own and resolve incidents and problems through to resolution
• Conduct root cause analysis with technical teams as needed
• Collaborate with other teams to enable remediation and resolution
• Facilitate internal and external meetings
• Support team members for cover and contingency
• Occasional out-of-hours support as required
• Assist with Service Integration (new business) initiatives
• Contribute to service improvement, automation and maturity

• Hand-on experience of Windows patch management
• Technical experience with deployment tools (SCCM/MECM, Intune, WS1, WSUS)
• Experience deploying security patches and software packages
• Experience with Microsoft operating systems and patch management process
• Understanding of release, change processes and risk management
• Interest in Microsoft Security and learning for other OS
• Flexible hours to support patching
• Knowledge of VMware integration of operating systems
• Strong documentation and communication skills
• Excellent workload management and customer reporting experience
• Customer-facing skills
• Ability to support Service Integration for new business
• ITIL Change/Incident/Problem Management experience and ITSM/ServiceNow tooling

• Attention to detail
• Excellent written and verbal communication
• Customer-facing skills
• Windows patch management
• SCCM/MECM
• Intune