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We are seeking a skilled Senior Infrastructure Engineer with extensive hands-on experience in Entra ID, Active Directory, and Office IT Infrastructure operations. The ideal candidate will support global services, provide higher-level technical escalation, and contribute to service availability, platform reliability, lifecycle management, and process improvements. This role suits individuals who excel in complex technical environments and demonstrate strong problem-solving and collaborative abilities.
Job Responsibility:
Provide L2/L3 technical escalation for Office IT operations, ensuring efficient support for Global Active Directory, Entra ID, Entra Connect, Office 365, and licence assignment
Handle complex operational issues with independent judgement and deep technical expertise
Conduct performance analysis, capacity planning, and configuration management for servers
Ensure end-to-end ownership of supported services, including service availability, SLA adherence, and mentoring L1 support teams
Manage platform backend servers, daily health checks, and resolution of system issues
Resolve trouble tickets within SLA and ensure timely delivery of project tasks
Produce regular operational reports such as backlog and scorecards
Contribute to customer satisfaction through reliable service delivery and continuous service improvements
Ensure compliance with operational processes and assess operational impact for future projects
Complete at least 90% of service improvement initiatives and evaluate 100% of service-related changes ahead of CAB meetings
Close problem cases with root-cause and preventive actions within KPIs
Requirements:
Experienced professional with 4+ years of hands-on expertise in Entra ID
Skilled in Conditional Access Policies, MFA, Windows Hello for Business, and Temporary Access Pass
Strong grounding in Active Directory and Entra Connect
Experienced in migration tasks related to Entra ID
Proficient in Entra ID integrations and O365 administration
Knowledgeable in identity lifecycle management and security principles
Familiar with ITIL modules or Agile methodologies (preferred)
Collaborative, analytical, and capable of handling complex technical scenarios independently