Job Summary

Provide run, support and continuous improvement services across the Microsoft enterprise technology estate, protecting availability, security and user productivity. This role operates as independent technical ownership for complex incidents, problem analysis, changes and service improvement.

Key Responsibilities

• Core responsibilities

  • Own complex incidents and coordinate technical resolution across application, infrastructure, data and vendor teams
  • Perform deep log, query, configuration, performance and integration analysis
  • Develop and peer-review scripts, fixes, operational automation and data corrections under change control
  • Lead root-cause analysis and ensure preventive actions are measurable and closed
  • Plan and execute releases, patches, upgrades, failover tests and operational readiness activities
  • Coach L1 engineers, review escalations and improve runbooks and knowledge
  • Track recurring failure patterns, capacity, availability and support risks
  • Identity, access, group, licence and conditional-access support
  • Microsoft 365 collaboration, messaging and endpoint issue resolution
  • Azure subscription, resource, network, compute, storage and platform-service troubleshooting
  • Windows services, scheduled tasks, certificates, DNS and connectivity diagnosis
  • PowerShell-based health checks, evidence collection and repeatable remediation
  • Service health, capacity, patching, backup and security-event coordination
  Stable, secure and recoverable business services with minimized user and operational impact
• Predictable SLA performance, transparent communication and high-quality ticket ownership
• Reduced recurrence through measurable problem actions, automation and knowledge reuse
• Safe releases and changes supported by evidence, risk assessment and rollback readiness
• Strong partnership with business teams, global resolver groups and technology vendors

Skill Requirements

Primary Skills

• Microsoft 365 Core Administration (Exchange Online, SharePoint Online, OneDrive, Microsoft Teams), Microsoft Entra ID (User lifecycle management, groups, role-based access control), Active Directory / Hybrid Identity environments, Microsoft Exchange hybrid architecture, enterprise messaging troubleshooting, production incident resolution (M365 cloud services outages)

Secondary Skills

• Microsoft Intune / Endpoint Manager (MDM/MAM policies), PowerShell scripting for automated M365 provisioning, Single Sign-On (SSO) protocols (OAuth 2.0, SAML 2.0), Azure Monitor, security configuration baselines (Conditional Access policies), ITIL framework compliance, multi-vendor support ticketing, technical migration documentation

Other Requirements

Required knowledge and capabilities

• 5-8 years of IT/application support experience, including 3+ years of hands-on depth on the relevant platform
• Strong working knowledge of KQL, RBAC, PIM, MFA, DNS, TCP/IP, TLS, PowerShell, Microsoft Graph, REST APIs.
• Practical understanding of ITIL-aligned incident, problem, change, request, knowledge and major-incident processes.
• Ability to read logs, correlate events, form testable hypotheses and document a defensible technical conclusion.
• Working knowledge of security controls including least privilege, privileged access, secrets, certificates, vulnerability remediation and audit evidence.
• Clear written and verbal communication with the ability to translate technical findings into business impact and recovery options.

Education and preferred certifications

• Bachelor’s degree in computer science, Information Technology, Engineering or a related discipline, or equivalent demonstrable professional experience.
• Microsoft Certified: Azure Administrator Associate
• Microsoft 365 Certified: Administrator Expert
• Azure Solutions Architect Expert or Security Engineer Associate

Behavioural competencies

• Customer and business-impact orientation
• Ownership and calm execution under pressure
• Analytical troubleshooting and evidence-based reasoning
• Collaboration across cultures, time zones and suppliers
• Control discipline, attention to detail and documentation quality
• Continuous learning, automation mindset and constructive challenge
• Coaching and peer review
• Ability to balance rapid restoration with permanent remediation

Performance measures

• L2 resolution rate and mean time to restore
• Repeat-incident reduction and RCA action closure
• Change success and release-defect rate
• Automation hours saved / toil reduced
• Backlog health and problem elimination
• Mentoring and knowledge quality

Working model

• May support global services across time zones through rotational shifts and on-call coverage.
• Expected to participate in major-incident bridges, planned releases, disaster-recovery exercises and critical business windows.
• Must follow approved change, security, data-handling, validation and segregation-of-duties controls.