Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalated incidents related to On-Premise Active Directory. This position emphasizes quality compliance, customer satisfaction, and effective communication with stakeholders, thereby driving operational excellence within the organization.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Active Directory Incidents By Performing In-Depth Analysis And Adhering To Sla Agreements, Thereby Enhancing Service Reliability.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, While Actively Sharing Knowledge To Promote A Culture Of Continuous Improvement.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Contributing To Capacity Planning Initiatives To Optimize Resource Allocation And Efficiency.
4. Facilitate Positive Customer Feedback And Satisfaction By Actively Participating In Customer Meetings To Address And Resolve Any Issues Related To Active Directory Services.
5. Validate And Analyze Reports Such As Root Cause Analysis And Trend Analysis To Present Findings To Key Business Stakeholders, Facilitating Informed Decision-Making And Enhancing Operational Performance.

Skill Requirements

1. In-Depth Knowledge Of On-Premise Active Directory Management And Operations
2. Strong Analytical Skills To Perform Root Cause And Trend Analyses
3. Excellent Communication And Presentation Skills For Stakeholder Engagement
4. Familiarity With Sla Compliance And Incident Management Processes

Other Requirements

Job Title Senior Engineer Active Directory Services
We are seeking several Senior Engineers and Technical Specialists to join the Digital Workspace Services Directory Services team with a focus on delivering identity related projects to the business This role spans the full Microsoft technology portfolio with particular emphasis on Microsoft Active Directory Group Policy Microsoft Entra ID Microsoft Public Key Infrastructure Microsoft Entra Connect and broader enterprise infrastructure technologies
Key Accountabilities
Candidates should bring hands on experience in simplifying and consolidating Active Directory domain structures executing migrations performing server and application remediation and working across a broad range of identity and infrastructure technologies Additional experience in Security Virtualization Desktop and Server Operating Systems System Centre Citrix and Azure IaaS PaaS and SaaS are highly advantageous

Successful candidates will exhibit strong technical capability and accountability for project delivery activities Responsibilities include supporting the migration of users groups servers and applications into Global Active Directory as well as contributing to identity related initiatives beyond the scope of the Managed Service Provider Collaboration with global teams on server and application deployments and identifying appropriate remediation strategies will also be required

This role encompasses all aspects of technical project delivery including implementing requirements into Global Active Directory and supporting bespoke identity needs that fall outside routine operational services

Senior Engineers in this role are expected to act as role models within the team providing mentorship guidance and coaching to peers junior colleagues and other teams across Digital Workspace Services
Knowledge Experience and Technical Know How
Demonstrate exceptional leadership communication strong partnership building capabilities and a confident presence
Exhibits strong business acumen with a clear focus on customer needs and outcomes
Possesses deep expertise in Microsoft Active Directory and its associated components including Sites and Services Group Policy DFSR Role Based Access Control Microsoft Public Key Infrastructure Microsoft Entra ID Entra AD Connect Single Sign On SSO and broader identity and infrastructure technologies
Brings proven experience implementing identity solutions across both public and private cloud environments
Consistently delivers high quality outcomes in complex situations with minimal guidance or supervision
Demonstrates a continuous improvement mindset proactively seeking opportunities to refine processes and enhance service delivery
Maintains a strong desire for ongoing learning and staying current with emerging technologies and industry best practices
Industry vendor certifications are highly advantageous for this position
Qualifications
Essential at appointment 
oRelevant Experience and IT Qualifications for the Role
Essential
oAt least 5 years experience as a Senior Engineer with strategic focus
Desirable 
oExperience working in a regulated industry experience delivering and engineering internal products for end user customers
Leadership Qualities  Business Skills
Proven experience delivering technical projects within an Agile environment
Demonstrates the technical expertise necessary to engage confidently and effectively with vendors and service providers
Strong written and verbal communication skills
Highly effective collaborator with a consistent track record of meaningful contribution
Experienced in developing comprehensive HighLevel and LowLevel Designs
Strong influencing skills when working with colleagues partners vendors and project sponsors