Track Manager (Support & Operations)

Job description

The Print Management & Mercury OMS Engineer (L3) is responsible for the architecture, engineering, governance, automation, and advanced administration of enterprise print services and Mercury Output Management System (OMS) platforms. This role serves as the highest technical escalation point for print infrastructure and is responsible for designing, implementing, and optimizing enterprise printing services, print queue management, follow-me printing, mobile printing, print server infrastructure, Mercury OMS integration, security compliance, and workplace printing transformation initiatives. The role supports a large-scale print environment comprising approximately 11,750 printers across office and factory locations, including centralized print services, print lifecycle management, output management, label printers, plotters, mobile printing, follow-me printing, and Mercury OMS. The Directory Services L3 Engineer is responsible for providing advanced support, governance, design consultation, and escalation management for Active Directory (ADDS), Microsoft Entra ID (Azure AD), Group Policy (GPO), and Workplace Directory Services . The role acts as the technical escalation point for complex directory services issues, ensures compliance with enterprise standards, and drives ongoing improvements in identity and directory management processes. Key Responsibilities Key Responsibilities Print Architecture & Engineering Design and maintain enterprise print management solutions. Define print architecture standards and governance controls. Lead print transformation and modernization initiatives. Establish scalable and secure printing infrastructure. Provide L3 escalation support for complex print-related incidents. Mercury OMS Engineering Administer and govern Mercury Output Management System (OMS). Design and optimize output management workflows. Define operational procedures for document output processing. Manage OMS integrations with printing infrastructure. Drive service improvements and automation initiatives across Mercury OMS services. Enterprise Print Infrastructure Management Architect and manage enterprise print services. Define standards for: Office Printing Factory Printing Application Printing Mobile Printing Follow-Me Printing Lead print service optimization and rationalization initiatives. Support multi-vendor print environments. Print Queue & Print Server Engineering Design and maintain print queue architecture. Govern print server configurations and standards. Support centralized and distributed print environments. Manage print queue lifecycle activities: Creation Modification Migration Decommissioning Support SAP printing and application printing requirements Printer Lifecycle & Asset Management Define printer lifecycle management standards. Support procurement, refresh, migration, and retirement programs. Lead print estate optimization initiatives. Support leased and customer-owned print environments. Coordinate large-scale printer refresh and deployment projects. Secure Printing & Compliance Govern secure print and follow-me printing solutions. Define authentication and print security standards. Ensure compliance with organizational security requirements. Support encrypted printing and secure release mechanisms. Lead print-related audit and compliance initiatives. Vendor & OEM Management Act as the primary technical interface for: Ricoh HP Xerox Managed Print Service Providers Coordinate OEM escalations and vendor reviews. Drive contractual service compliance and operational excellence. Lead vendor technical governance discussions. Automation & Continuous Improvement Develop automation solutions for: Queue Management Reporting Printer Provisioning Configuration Management Use PowerShell and automation frameworks where applicable. Drive self-service and operational efficiency initiatives. Lead and execute AD, Azure AD, and Entra ID compliance and security remediation activities across workplace-managed devices. Directory services Ensure adherence to device naming standards, directory hygiene, and security compliance requirements in collaboration with business units and service owners. Serve as the L3 escalation point for complex Directory Services incidents, problems, and service requests. Coordinate with central AD, Azure AD, and Entra ID teams to resolve platform-level issues impacting Workplace Services. Analyze and troubleshoot GPO conflicts, inheritance issues, and configuration inconsistencies within Workplace organizational units (OUs). Review, validate, and support implementation of new GPOs, security baselines, and directory configurations for workplace objects. Conduct impact assessments and provide recommendations for directory and policy changes prior to deployment. Validate and troubleshoot home drive configurations, user profile mappings, and directory-related access issues. Lead troubleshooting efforts for on-premises, cloud, and hybrid domain-join issues, including Entra ID Join and Hybrid Join scenarios. Perform and oversee bulk directory operations, including object modifications, migrations, OU moves, and mass updates. Manage complex administrative activities for: User Accounts S Skill Requirements Technical Skills (Mandatory) Print Infrastructure Enterprise Print Management Print Server Architecture Print Queue Engineering Printer Fleet Management Managed Print Services Output Management Platforms Mercury OMS Mercury Output Management System (OMS) Output Workflow Management Print Process Optimization OMS Service Administration OMS Integration Management Microsoft Technologies Windows Print Services Windows Server Administration Active Directory Group Policy Management Print Security Controls Print Security Secure Printing Follow-Me Printing User Authentication Print Access Governance Compliance Management Enterprise Printing SAP Printing Application Printing Mobile Printing Label Printers Plotter Support Enterprise Device Management ITSM & Governance ServiceNow Incident Management Problem Management Change Management Knowledge Management Service Reporting Preferred Skills Azure Universal Print Print Analytics & Reporting PowerShell Automation Ricoh Print Management Solutions HP Managed Print Services Xerox Managed Print Solutions Enterprise Monitoring Tools ITIL Service Management Other Requirements Educational Qualification Bachelor's Degree in Computer Science, Information Technology, Engineering, or equivalent. Master's Degree preferred. Preferred Certifications Microsoft Certifications Windows Server Administration Azure Fundamentals Print Certifications HP Print Solutions Certification Ricoh Technical Certification Xerox Technical Certification Service Management ITIL Foundation ITIL Intermediate (Preferred) Experience Requirements Skill Area Experience Enterprise Print Management 7+ Years Print Server Administration 5+ Years Print Queue Management 5+ Years Managed Print Services 5+ Years Output Management Solutions 3+ Years Technical Leadership 3+ Years Service Governance 3+ Years Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens