Track Lead (Support & Operations)

Job description

Track Lead (Support & Operations) India Track Lead (Support & Operations) Lucknow, Uttar Pradesh Job Summary The Print Services Engineer will administer, support, secure, and continuously improve enterprise print services built around HP Advance and multifunction printer technologies. The role includes secure print release, scan workflows, authentication, reporting, print infrastructure operations, device lifecycle support, and migration of legacy print platforms into standardized on-premises, hybrid, or cloud-ready solutions. This role will work closely with Workplace, Network, Security, Active Directory, Application, Site IT, and vendor teams to deliver a secure, reliable, and scalable print service experience for PepsiCo users. Key Responsibilities Print Platform Administration Administer and maintain HP Advance Online and/or on-premises environments. Configure and support Secure Print, Follow-Me Printing, Pull Printing, and print release services. Manage HP multifunction device integrations, card readers, PIN-based access, and user authentication. Configure and support scan workflows such as Scan-to-Email, Scan-to-Folder, SharePoint, OneDrive, and approved document routing. Maintain print accounting, quota, cost center, rule, usage reporting, and service configuration requirements. Troubleshoot registration, print release, queue, workflow, authentication, and device communication issues. Print Infrastructure & Device Management Manage Windows print servers, print queues, drivers, ports, spooler services, and related print applications. Perform printer onboarding, replacement, relocation, queue modification, firmware coordination, and decommissioning. Support printer lifecycle management and maintain accurate operational and technical documentation. Coordinate with Network, Active Directory, Security, Application, Workplace, and vendor teams to resolve service issues. Monitor service availability, print infrastructure health, device status, capacity, and recurring failure patterns. Operations & Service Management Handle incidents, service requests, problems, changes, releases, and operational maintenance activities. Perform technical analysis and root cause analysis for recurring or major print incidents. Operate within agreed SLA, change control, security, audit, and service governance requirements. Maintain SOPs, runbooks, knowledge articles, support checklists, configuration records, and escalation information. Provide operational reporting, stakeholder updates, vendor coordination, and post-incident follow-up. Migration & Transformation Activities Assess the current print environment, including servers, queues, drivers, ports, devices, authentication, card readers, scan workflows, dependencies, and business-critical printing. Plan and execute migration from legacy print platforms such as Windows Print Servers, PaperCut, SafeCom, Equitrac, PrinterLogic, LRS VPSX, or other approved solutions to HP Advance. Develop current-state and target-state documentation, migration strategies, wave plans, runbooks, test plans, cutover plans, rollback plans, and hypercare plans. Migrate or recreate print queues, device configurations, drivers, access controls, user authentication, secure release functions, scan workflows, reporting, and accounting requirements. Coordinate prerequisites with Network, Firewall, DNS, Active Directory or Entra ID, Server, Security, Application, Site IT, Business, and Supplier teams. Perform functional testing, integration testing, user acceptance testing, production validation, and service acceptance checks. Provide post-migration hypercare, defect resolution, performance monitoring, knowledge transfer, and steady-state handover. Migration Deliverables Discovery inventory and migration assessment report. Current-state and target-state architecture documentation. Migration strategy, wave plan, implementation runbook, cutover plan, and rollback plan. Test cases, validation evidence, UAT records, and service acceptance sign-off. Risk, issue, dependency, and decision logs. Operational readiness checklist, SOPs, knowledge articles, and support handover pack. Hypercare report, lessons learned, and migration closure summary. Security, Compliance & Controls Apply secure printing, data protection, authentication, access control, least-privilege, and retention requirements. Ensure print and scan configurations comply with organizational security standards and approved change processes. Support vulnerability remediation, certificate updates, audit evidence, configuration reviews, and supplier security coordination. Protect confidential print jobs through controlled release and appropriate user authentication. Skill Requirements Area