Role Purpose:

It involves managing and overseeing the effective operation of Office IT Infrastructure Active Directory \ Entra ID services. Key responsibilities include coordinating and implementing change requests, resolving problems through root cause analysis, and generating RCA reports. The role also involves updating operations documentation, serving as a technical escalation point, and participating in project discussions to provide technical input.
Additionally, the Infrastructure engineer is responsible for executing Continuous Service Improvement (CSI) plans, Implementing needed changes in line with the objectives, and assisting the Service Owner and Operation service Owner in achieving goals and objectives, handling operation tickets, requirements and requests from the customers.

Key accountabilities and decision ownership

    Providing operational assessment to future projects with all pros/cons. 
    Ensure finishing at least 90% of service improvement topics planned for the FY. 
    Creating and Assessing 100% of Active Directory \ Entra AD related changes before CAB meeting. 
    Closing 90% of problem cases with required (root-cause/preventive actions) within agreed KPIs. 
    Delivering all required reports & scorecards within agreed timelines. 
    End-to-End service availability and performance according to SLA
o    Delivers all Office IT Infrastructure services with agreed SLAs https://sharepoint.vodafone.com/global/SLM/Framework%20Documents/Forms/AllItems.aspx 
o    Achievement of SLA targets for incident resolution according to Reportal report 1608 Incident Hop & Re-open analysis OI (I)
o    Achievement of SLA targets for Service Requests
    Number of incidents reported by customers
o    According to Reportal report 1608 Incident Hop & Re-open analysis OI (I)
    Delivery of project tasks on time and in quality according to agreed project plans
    Delivery of regular defined reports in time and in quality (e.g.: Backlog)
    Customer satisfaction with Office IT Infrastructure Services ‘Customer Satisfaction measurement in implementation with Office IT Shift Left initiative. Target to be agreed before Go Live or during phase on initial operations of Customer Satisfaction measurement’
    Compliance to operational processes, measured by exceptions only
    Providing operational assessment to future projects with all pros/cons. 
    Ensure finishing at least 90% of service improvement topics planned for the FY. 
    Creating and Assessing 100% of Active Directory related changes before CAB meeting. 
    Closing 90% of problem cases with required (root-cause/preventive actions) within agreed KPIs. 
    Delivering all required reports & scorecards within agreed timelines.
Customer Management:  Meet with customers at management and professional level on weekly bases; track complaints, requirements and report.

Crisis Management & Escalations: Managing any crisis related to the system.  Escalate to vendor and management when needed. Follow the crisis management process.

Making a personal difference
    Always curious and looking for better ways to do things
    Take personal ownership of customer issues and goes the extra mile to resolve them.
     Serve as a technical escalation point with Customer Service Desks (CSD), and SME teams. 
    Ensure that customer issues are addressed promptly and effectively. 

Communications
    Notify & escalate status to the Technical Lead, Authentication and Provisioning. Communicate with cross functional groups and committees as required to handle cross projects or issues. .

 

Technical Operation:  
Due to the complexity of infrastructure architecture and workload, the Service Owner, Operation Service Owner & Senior Specialist are responsible on: 
    Providing operational assessment of projects that supports Solution owner & Service Owner in in having a positive project Go Live decision (G5, G6) that is assessed by the Office IT Project Review Board (OIT PRB).
    Monitoring and reporting on the availability and performance of the service. 
o    This is mainly to assist Service owner to meets agreed-upon performance standards.
    Coordinating, preparing, and implementing change requests for the service.
    Composing necessary scripts and automation tasks to reduce human intervention and improve efficiency 
    Being a focal point for service escalations from CSD, 2nd level teams & SMEs.
    Maintaining and updating service Operations documentation, including low-level Operational guides, CSD Work instructions, User guides and assist Service Owner with other related technical documentation for the service.
    Achieving Problem management (PBI) resolution (root cause/workaround/final solution) and root cause analysis (RCA) reports in cooperation with Service owner and problem management team.
    Assisting Service Owner & Infrastructure management to generate capacity reports and outline a roadmap for proactive future capacity increase plans.
    Executing technical project requirements successfully & assist Service Owner in all tests leading to the final implementation on the production environment.

Must have technical / professional qualifications:

Education:
BSC in Engineering or Computer Science 

Work Experience: 
•    From 1-2 year s of Entra ID hands-on-experience. 
•    Strong experience with Conditional access policies, MFA, WHFB & TAP.
•    Solid Background in Active Directory and Entra Connect.
•    Participated in migration activities for Entra ID.
•    Good experience in Entra ID integrations and M365 licenses.
•    User lifecycle & Provisioning experience 

PC Knowledge:
Professional Level

Technical skills:
    Hands-on- experience in Entra ID is a must. 
    Strong Knowledge in Azure & Azure Administration is a must. 
    Experience in Windows Server 2016 or 2022. 
    ITIL Foundation certificate is mandatory.
    Experience in troubleshooting and strong PowerShell scripting is mandatory.
    Reporting and analysis skills are preferred. 
    Project management knowledge 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 strong technical support experience.
Experience working in a large production environment.
Excellent oral & written communication skills. Excellent spoken and written English.

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