Description:
ROLE AND RESPONSIBILITIES
Able to demonstrate the following:
- To provide “day-to-day” delivery of Collaboration, Directory, Security, and Datacentre services
- Responsible for service quality and delivering the operational services required by the EMS operational model.
- Ensure that all incidents, requests, problems, and changes are dealt with according to agreed procedures, processes, and tools.
- Excellent leadership, time management, and organizational skills
- Familiarity with 2nd line troubleshooting for several technologies such as Microsoft 365, Azure, Datacenter services, Security, and Email related problems
- Knowledge of Microsoft Office applications and other office management tools
- Experience with implementation and design of Hypervisor cluster environments. (Hyper-V, VMWare)
- Solid understanding/management of public cloud IAAS offerings
- Solid understanding/management of datacenter grade technologies such as Backup toolsets, Virtualization technologies, Storage, & Vulnerability management
EXPECTATIONS:
- Responsible for effective resolution of incidents, requests, and problems and ensuring these are delivered with defined service levels
- Ensure all tasks are scheduled and acted upon in the Operations schedule
- Ensure that service platforms are at optimum operating levels to deliver the required services back to business
- Ensure all standards are adhered to for the related services
- Ensure all in-scope clients systems are managed through the ESM stack of tools
- Accountable for the health and functionality of monitoring systems within the defined services
- Consulting Technical Managers, Operational leads, and Senior Engineers to understand system requirements and design solutions
- Support the development of service improvements for live services
- Compile and maintain the relevant procedures and work instructions to support the business requirements
- Maintain technology standards for the required services
- Ensure that changes to services are reviewed and approved by the business, implemented, and communicated
- Responsible for change planning and implementations
- Drive continuous service improvement(s) to maximize the effectiveness and quality of services
- Ensure that capacity and availability of related services are managed within thresholds
- Ensure security best practices are maintained
- Responsible for ensuring the relevant services continuity plans are tested as per operations schedules.
- Responsible for the documentation and the continuous updating of Standard Operating Procedures (SOPs) and ensuring all tasks are performed according to the defined SOPs.
- Work with all IT Operations Teams to align and develop and enhance key processes
ITIL:
- Good understanding of the incident management practice
- Good understanding of the request fulfillment practice
- Good understanding of change management
- Identifying urgency, impact, and general timelines of the issue
- Provide the necessary resolution or escalate for assistance.
- Provide the necessary escalation to various Operations Managers, where urgency or impact
has been identified
- Vendor Management - Act as a point of contact for both vendor and customer and carry out
the necessary coordination of tasks or simply translating the requirement for both
Certifications (Beneficial):
- MCSE 2016/2019
- Microsoft 365 Enterprise Admin Expert
- Microsoft Azure Administrator associate
Requirements:
- To provide “day-to-day” delivery of Collaboration, Directory, Security, and Datacentre services
- Responsible for service quality and delivering the operational services required by the EMS operational model.
- Ensure that all incidents, requests, problems, and changes are dealt with according to agreed procedures, processes, and tools.
- Excellent leadership, time management, and organizational skills
- Familiarity with 2nd line troubleshooting for several technologies such as Microsoft 365, Azure, Datacenter services, Security, and Email related problems
- Knowledge of Microsoft Office applications and other office management tools
- Experience with implementation and design of Hypervisor cluster environments. (Hyper-V, VMWare)
- Solid understanding/management of public cloud IAAS offerings
- Solid understanding/management of datacenter grade technologies such as Backup toolsets, Virtualization technologies, Storage, & Vulnerability management
- Responsible for effective resolution of incidents, requests, and problems and ensuring these are delivered with defined service levels
- Ensure all tasks are scheduled and acted upon in the Operations schedule
- Ensure that service platforms are at optimum operating levels to deliver the required services back to business
- Ensure all standards are adhered to for the related services
- Ensure all in-scope clients systems are managed through the ESM stack of tools
- Accountable for the health and functionality of monitoring systems within the defined services
- Consulting Technical Managers, Operational leads, and Senior Engineers to understand system requirements and design solutions
- Support the development of service improvements for live services
- Compile and maintain the relevant procedures and work instructions to support the business requirements
- Maintain technology standards for the required services
- Ensure that changes to services are reviewed and approved by the business, implemented, and communicated
- Responsible for change planning and implementations
- Drive continuous service improvement(s) to maximize the effectiveness and quality of services
- Ensure that capacity and availability of related services are managed within thresholds
- Ensure security best practices are maintained
- Responsible for ensuring the relevant services continuity plans are tested as per operations schedules.
- Responsible for the documentation and the continuous updating of Standard Operating Procedures (SOPs) and ensuring all tasks are performed according to the defined SOPs.
- Work with all IT Operations Teams to align and develop and enhance key processes
- Good understanding of the incident management practice
- Good understanding of the request fulfillment practice
- Good understanding of change management
- Identifying urgency, impact, and general timelines of the issue
- Provide the necessary resolution or escalate for assistance.
- Provide the necessary escalation to various Operations Managers, where urgency or impact
- Vendor Management - Act as a point of contact for both vendor and customer and carry out
- MCSE 2016/2019
- Microsoft 365 Enterprise Admin Expert
- Microsoft Azure Administrator associate
26 Nov 2025;
from:
careers24.com