DWP Mobility Engineer [L3/SME Level]

Key Responsibilities:

• Manage the full lifecycle of corporate mobile devices, including new device setup, device replacements, SIM activations, service plan changes, and employee offboarding.
• Serve as the senior escalation point for complex mobility issues involving phones, tablets, Macs, mobile applications, connectivity, and Microsoft Intune-managed devices.
• Work heavily in ServiceNow to manage tickets, track assets, maintain CMDB records, and ensure data accuracy.
• Coordinate with wireless carriers, hardware vendors, Microsoft support, and other service providers to resolve technical and service-related issues.
• Support VIP users and handle high-priority mobility incidents with a strong customer-service mindset.
• Create and maintain SOPs, knowledge base articles, and technical documentation while providing guidance to L1 support teams.
• Monitor recurring issues, identify trends, and help drive problem management and service improvements.
• Generate reports, analyze mobility usage and performance metrics, and track service KPIs using Excel and other tools.
• Support a large enterprise mobility environment by ensuring reliable service delivery and operational excellence.
• Act as a senior Enterprise Mobility SME with strong expertise in Intune, MDM, Enterprise Mobility Management, ServiceNow, and mobile device support.