Description
As a Patch Management Analyst, you will develop maintenance schedules, deploy software updates, monitor deployments, and remediate patching activity for our internal and external enterprise clients. You will also assist in maintaining update collections by completing moves, adds, and changes per client request. Attention to detail, the ability to comprehend technical release notes, and creating patching activity reports is required.
Responsibilities
Strategy & Planning
· Develop patch maintenance schedules to meet internal and client requirements to maintain compliance for software updates.
· Review software patch release notes for compatibility and installation processes.
· Schedule maintenance windows for internal and client deployments, following all change management processes.
· Create pre- and post-patch reports and present results to internal and client stakeholders.
Acquisition & Deployment
· Assist in testing and pilot software deployments to include post deployment issue resolution.
· Complete patch management agent installs and resolve issue with non-functioning agents.
· Assist clients with developing maintenance windows that meet the requirements for patch cadence while reducing impact to normal business operations.
Operational Management
· Create knowledge articles to document software patch deployment and remediation tasks.
· Work with software patch distribution vendors to resolve complex technical issues.
· Complete emergency (zero day) patch deployments.
· Complete moves, adds, and changes for maintenance collections and deployments.
· Monitor and remediate patching activity across a range of maintenance schedules.
· Manage and ensure effectiveness of security solutions, including firmware upgrades, anti-virus solutions, and software patches.
· Establish and maintain regular written and in-person communications with the client and organization’s executives, decision-makers, stakeholders, department heads, and end users regarding pertinent Patch Management activities.
· Perform routine audits of patching activity to confirm all updates are being applied and reported correctly.
· Participate in routine audits to record patch levels and create reports to meet compliance.
Position Requirements
Formal Education & Certification
· College diploma or university degree in the field of computer science and/or 3+ years equivalent work experience.
· The following certifications are highly desired:
o ITIL
o MCSA
o CCNA
Knowledge & Experience
· 2+ years, experience with software distribution programs (Manage Engine Desktop Central, Configuration Manager, InTune)
· 2+ years, experience with server/desktop operating systems and applications (Windows Server 2012-2019, Windows 10, Active Directory, SQL, Microsoft Office, Linux)
· 2+ years, experience troubleshooting server and network configuration issues.
· 2+ years’ experience with infrastructure monitoring and alerting tools.
· Knowledge of current protocols and standards, including TCP/IP.
· Understanding of orchestration and automation methodologies pertaining to the specific needs of a managed services provider.
· Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles.
· Experience in a Managed Services environment is a plus.
· Experience in Public Cloud architectures (Azure/AWS) are a plus.
Personal Attributes
· Good understanding of the organization’s goals and objectives.
· Strong interpersonal, written, and oral communication skills.
· Able to conduct research into Patch Management issues and products as required.
· Ability to prioritize and execute tasks in a high-pressure environment.
· Ability to present ideas in a user-friendly language.
· Keen attention to detail.
· Proven analytical and problem-solving abilities.
· Experience working in a team-oriented, collaborative environment.
· Proficient documentation & technical writing skills.
· Passionate about providing a high quality of service and believes in relentless customer satisfaction.
· Promote a strong work ethic with the ability to meet commitments & deadlines.
· Ability to maintain ownership & independence in a fast-paced high-volume environment.
· Ability to maintain a sense of professionalism & urgency in all customer communications.
Work Conditions
· Shifts to include evenings, nights and weekends
· Sitting for extended periods of time.
· Dexterity of hands and fingers to operate a computer keyboard and mouse
