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 Operations Service Owner is responsible for executing Continuous Service Improvement (CSI) plans, preparing monthly service analysis for Service Review Meetings (SRM), and assisting the Service Owner in achieving goals and objectives. They monitor ticket quality and performance, upskill SMEs as needed, and report any operational gaps or quality issues.

Key accountabilities and decision ownership

Putting Customers First
    Ensure that customer needs are prioritized by providing problem resolution, including root cause analysis and permanent solutions. 
    Generate RCA reports to keep customers informed about the issues and the steps taken to resolve them. 
    Maintain high service availability and performance.
    Ensure that customers receive reliable and efficient service.

Performing through our people
    Foster a culture of collaboration and continuous improvement among the team. 
    Update operations documentation to ensure knowledge is available for Subject Matter Experts (SMEs).
    Monitor the quality performance of SMEs in handling tickets. 
    Assist in upskilling any SME if needed, ensuring that the team is well-equipped to handle customer issues effectively.
    Respects other team members
    Offers help when the team is overworked

Delivering results
    Makes the best use of available resources
    Executing operational assessments of upcoming projects 
    Plan service improvements with defined timelines. 
    Prepare monthly service analysis for Service Review Meetings (SRM) 
    Assist the Service Owner in achieving goals and objectives. 

Managing a changing environment
    Shares own ideas related to day-to-day activities.
    Participate in project discussions to provide technical input related to day-to-day operations 
    Execute Continuous Service Improvement (CSI) plans. 
    Assist Service owner to Identify and mitigate risks
    Assist Service owner to Identify practical solutions to problems without reinventing the wheel

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. 

Communicating for impact
    Encourages people to be open and share their views
    Align and report any potential technical problems that could arise through tickets to the Service Owner.
    Monitor and report any quality issues with tickets from the CSD. 
    Share SME & 2nd level team performance with related stakeholders.

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 +3 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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