Group Lead System Engineer

The Company

Gentrack provides leading utilities across the world with innovative solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future.  Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Our Values and Culture 

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet’s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:

• Respect for the planet
• Respect for our customers and
• Respect for each other

Gentrackers are a group of smart thinkers and dedicated doers.  We are a diverse team who love our work and the people we work with and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet. Gentrackers continuously look for a better way and drive quality into everything they do.

This is a truly exciting time to join Gentrack with a clear growth strategy and a world class leadership team working to fulfil Gentrack’s global aspirations by having the most talented people, an inspiring culture, and a technology first, people centric business.

The Opportunity

The Group Lead Systems Engineering & Endpoint Platforms (India Site Lead) is responsible for establishing and operating a high-quality global L1 service desk, while acting as the technical authority and site lead for India.

This role combines deep hands-on endpoint and systems expertise, Jira Service Management configuration capability, and team-building responsibility, ensuring reliable L1 support for global employees using Jamf and Microsoft Intune, and providing L2/L3 support for India site systems.

The role operates in a player–coach model, remaining technically hands-on while mentoring and enabling a small service desk team.

Key Responsibilities 

Global L1 Service Desk Ownership

Establish and operate a 2-member global L1 service desk team based in India.

Define L1 support processes, coverage models, and handover procedures with regional L2/L3 teams.

Ensure consistent, high-quality first-line support for global employees across time zones.

Build and maintain knowledge articles, SOPs, and escalation playbooks.

Act as the primary escalation bridge between L1 support and regional L2/L3 teams.

Endpoint Platforms – Jamf & Intune (Primary Focus)

Act as the technical authority for Jamf and Microsoft Intune.

Configure and support:

macOS, Windows, and mobile endpoints

Device enrolment, compliance, patching, and remediation

Mentor the L1 team on endpoint troubleshooting using Jamf and Intune.

Support global endpoint rollouts, refresh programs, and configuration changes.

Ensure endpoint operations align with security and compliance standards.

Jira Service Management – Configuration & Enablement

Own Jira Service Management configuration and optimisation for the global service desk.

Design and configure:

Service request types, workflows, and queues

SLAs, escalation rules, and automation

Dashboards and operational reports

Ensure Jira supports L1/L2/L3 escalation models and regional handovers.

Continuously improve service desk effectiveness using Jira analytics and trend analysis.

Act as the primary Jira ITSM SME for the Systems & Endpoint support domain.

India Site Leadership & L2/L3 Support

Act as the ICT Site Lead for India, owning local technology operations.

Provide direct L2/L3 support for complex site-specific incidents.

Serve as the primary escalation point for India site issues.

Coordinate with Global ICT, Information Security, Network, and Cloud teams.

Manage local vendors and service providers as required.

Networking, AV & Site Systems

Provide hands-on support and oversight for:

LAN, WAN, and Wi-Fi infrastructure

Network troubleshooting and coordination with central network teams

Manage and support AV and meeting room systems, including conferencing tools and hardware.

Ensure reliable connectivity and collaboration experience for India site users.

IT Service Management & Process Discipline

Operate within ITIL / ITSM frameworks, with strong focus on:

Incident and request management

Escalation and problem management

Ensure clean handover between India-based L1 and regional L2/L3 teams.

Drive operational maturity through process discipline and documentation.

Team Building & Technical Leadership

Recruit, onboard, and mentor 2 L1 Service Desk / Systems Support Engineers.

Provide day-to-day guidance, task prioritisation, and technical coaching.

Build a customer-centric, quality-driven support culture.

Remain hands-on for complex endpoint, networking, and site issues.

Experience: 8-14 years

What we're looking for:

Professional experience

Strong hands-on experience with Jamf and Microsoft Intune.

Proven experience supporting macOS and Windows endpoints.

Solid experience with Jira Service Management configuration and administration.

Strong understanding of ITIL / ITSM frameworks.

Good knowledge of enterprise networking (LAN, WAN, Wi-Fi).

Experience supporting AV and collaboration systems.

Ability to independently handle L2 and L3 incidents.

Leadership & Professional

Proven experience building and leading small support teams.

Strong stakeholder communication and coordination skills.

Experience supporting global users across time zones.

Ability to balance hands-on technical delivery with people leadership.

Structured, calm approach to incident handling and escalation.

Personal Attributes:

• Strong sense of integrity, ethics, and confidentiality.
• Detail-oriented with a commitment to accuracy in all work.
• Analytical thinker with the ability to break down complex tax issues.
• Proactive and resourceful, able to identify problems and suggest solutions.
• Adaptable and comfortable working in a fast-paced, global environment.
• Proven self-managed and ability to manage people and task requirements.
• Collaborative mindset with a willingness to support colleagues across the business.
• Eager to learn and stay updated on tax law changes and compliance requirements.
• Being in a global company, must be willing to work flexible hours and able to work with teams in different time zones.

What we offer in return:

• Personal growth in leadership, commercial acumen and technical excellence.
• To be part of a global, high growth organization.
• A vibrant, culture of people passionate about transformation and making a difference.
• A competitive reward package that truly awards our top talent.
• A chance to make a true impact on society and the planet.

Gentrack want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join the mission, you will fit right in.