Job Details Role Requirements Role Requirement 1 Systems Operations Provide technical insights and guidance to development teams throughout the software Oversee the management of multiple Microsoft 365 tenants, including Exchange Online, SharePoint Online, OneDrive for Business, Teams, Intune, Power Platform, Power BI, and related applications Supervise Active Directory/ADFS on-premise, Group Policy Management, Azure AD (Entra ID) infrastructure, Exchange on-prem, and SharePoint on-prem.
Develop and implement automation strategies using AI, PowerShell and Power Platform, Logic Apps to streamline processes.
Administer and manage on-premise systems and applications.
Ensure the maintenance of key corporate and program-related systems.
Oversee device management and onboarding processes using Microsoft Endpoint Manager (Intune).
Lead the implementation of new solutions, including migrations from on-premises.
Continuously seek opportunities to automate and enhance processes.
Role Requirement 2 Testing and QA Provide Level 3 technical support for critical applications within the ICT escalation process for end users.
Utilize call logging software to document and resolve user incidents within specified SLAs.
Diagnose and troubleshoot complex issues using advanced technical expertise, product knowledge, communication, and problem-solving skills.
Raise tickets with vendors when necessary and collaborate with them to resolve issues.
Serve as an escalation point for the ICT Service Desk/Support Teams for logged cases/ issues.
Ensure a high level of service excellence in relation to the planning and delivery of projects, services and supports.
Maintain and grow a culture of continuous learning and improvement in the team ensuring that the support model applied is adaptable and meets changing requirements and contexts.
Take ownership of the escalation and categorisation process that is in place and proactively manage to ensure excellence in project management tools and techniques.
Any other duties within the general requirement of this job description which may be required from time to time.
Role Requirement 3 Governance and Compliance Monitor, verify, and maintain daily processes, including logs, alerts, and maintenance plans.
Develop and maintain comprehensive documentation and training materials.
Follow ITIL standards and ensure compliance with governance policies.
Participate in audits and penetration tests and lead the implementation of the audit and penetration test results.
Role Requirement 4 Service Delivery and Excellence Maintain a customer-focused approach at all times, ensuring high levels of customer satisfaction.
Support the development of knowledge across operational teams through training and upskilling.
Act as a role model to teammates, engaging positively and constructively with both customers and partners.
Ensure that all staff adhere to all standards and procedures.
Understand the impacts of change and support teams through transitions by analyzing needs and engaging with relevant stakeholders.
Lead initiatives to improve service delivery and operational efficiency.
Collaborate closely with different infrastructure and business teams.
Required Experience A minimum of 10+ years of relevant experience in ICT administration and support.
Excellent communication, report writing, organizational, and interpersonal skills.
Qualifications Relevant Third Level qualification (e.g., Degree) or equivalent is desirable Advanced certifications in Microsoft 365, Entra ID, Active Directory, or related technologies are highly desirable.
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