Role Purpose:

The role of the AD/Entra ID Service Owner is to manage and oversee the entire lifecycle of a service, ensuring it meets the needs of the business and its users. This includes planning and implementing service improvements, resolving ongoing issues, and maintaining high standards of performance and availability. The AD/Entra ID Service Owner is also responsible for stakeholder engagement, risk management, and ensuring compliance with relevant standards. By focusing on customer satisfaction and driving continual service improvement, the AD/Entra ID Service Owner plays a crucial role in delivering effective and reliable OIT Infrastructure services.

Key accountabilities and decision ownership

Putting Customers First
    Align goals, metrics, and initiatives with customer satisfaction,
    Regularly gather and act on customer feedback
    Ensure that your team prioritizes customer needs & delivers exceptional service.

Performing through our people
    Gives regular, constructive feedback. 
    Ensure effective communication with all stakeholders & team members.
    Foster a culture of collaboration & empowerment to the team
    Provide training & development opportunities that focus on customer-centric skills that will help the team perform better.
    Respect other team members
    Offer help when the team is overworked
    Accountability & takes responsibility of the team’s mistakes.

Delivering results
    Manage the service lifecycle & drive continual service improvement.
    Align & set clear, realistic goals and objectives with the solution owner & Solution architect.
    Make the best use of available resources
    Meet deadlines, make things happen

Managing a changing environment
    Stay agile & responsive to changing customer needs and market conditions.
     Identify and mitigate risks. 
    Share own ideas, encourage innovation and flexibility within the team.
    Identify practical solutions to problems without reinventing the wheel

Making a personal difference
    Take personal ownership of customer issues & go the extra mile to resolve them.
    Build a network with other service owners, Architects & team leaders.
    Lead by example and highlight stories of individuals who have made a significant impact on customers.
    Provide opportunities for the team to connect with customers to help them understand and address customer needs better.
    Be open and understanding
    Always curious and looking for better ways to do things

Communicating for impact
    Clear, transparent, and customer-focused communication towards customers & team. 
    Create a customer-centric culture by sharing customer success stories and feedback with the team.
    Encourage people to be open and share their views
    Keep all relevant people appropriately informed
 

Technical Operation:

Due to the complexity of infrastructure architecture and workload, the Service Owner, Operation Service Owner & Senior Specialist are responsible for: 
    Providing operational assessment of projects that supports Solution owner & solution architect to have a good Design approval decision (G2) & project Go Live decision (G5, G6) outcome by the Office IT Project Review Board (OIT PRB).
    Monitoring and reporting on the availability and performance of the service. 
o    This includes ensuring that the service meets agreed-upon performance standards 
o    It also includes that the service is available to users as expected
    Testing & implementing technology updates to maintain the security and functionality of the service. 
o    This could involve coordination with other teams to ensure updates are applied without disrupting other services.
    Composing necessary scripts and automation tasks to reduce human intervention and improve efficiency.
    Capacity Planning due to its criticality in ensuring that the architectural designs are met & ensures the capacity of the current team members is not exceeded. 
    Being a focal point for service escalations towards vendors or escalation from customers.
    Ensuring service compliance & security standards and being adapt to its ever-changing trends & challenges.
    Maintaining and updating service documentation, including low-level designs (LLDs), Operational guides, CSD Work instructions, User guides and related technical specifications.
    Assessing the service change requests & be part of the CAB committee approving any related changes in the environment.
    Accountability for achieving Problem management (PBI) KPIs as well as providing problem resolution (root cause/workaround/final solution) and root cause analysis (RCA) reports
    Aligning any related success stories with Project manager and/or Solution owner on Office IT Workplace

Must have technical / professional qualifications:

Education:
BSC in Engineering or Computer Science 

 

 

Work Experience: 
•    +6 year s of Entra ID hands-on-experience. 
•    Strong experience with Conditional access policies, MFA, WHFB & TAP.
•    Strong background in Active Directory and Entra Connect.
•    Hands-on experience in design and migration activities for Azure Active Directory (Entra AD).
•    Proficiency in Entra ID integrations and M365 license.
•    User lifecycle & Provisioning experience

 

 

PC Knowledge:
Professional Level

 

 

Technical skills:
    Hands-on- experience in Entra ID is a must. 
    MCSE certificate and Azure Administration is a must. 
    Experience in Windows Server 2016 or 2022. 
    Experience in troubleshooting and strong PowerShell scripting is mandatory.
    Reporting and analysis skills are preferred. 
    Project management knowledge is a plus.
    ITIL Foundation certificate is a plus.

 

 

Personal skills:
Strong Interpersonal organization.
Dedication, & sense of ownership.
Collaborative & able to work well with others.
Excellent oral and written communication skills.
Must be team oriented 
Must have technical support experience.
Experience working in a large production environment.
Excellent oral & written communication skills. Excellent spoken and written English.

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