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We are seeking an experienced infrastructure professional to manage and optimise Office IT Infrastructure services, with a strong focus on Active Directory and Entra ID. This role acts as a technical escalation point, supports service stability and continuous improvement, and contributes to project readiness and successful service go-lives. The individual will work closely with Service Owners, technical teams, and stakeholders to ensure reliable, secure, and high-performing infrastructure services.
Job Responsibility:
Manage day-to-day operations of Active Directory and Entra ID services, ensuring high availability and performance
Coordinate, prepare, and implement infrastructure change requests, including pre-CAB assessments
Perform root cause analysis for incidents and problems, producing clear RCA reports and permanent solutions
Act as a technical escalation point for Customer Service Desks, second-level teams, and subject matter experts
Monitor service performance, ticket quality, and SLA adherence, reporting findings to relevant stakeholders
Maintain and update operational documentation, work instructions, and technical guides
Support Continuous Service Improvement (CSI) initiatives with defined actions and timelines
Participate in infrastructure projects by providing operational assessments, technical input, and test support through to production implementation
Develop scripts and automation to reduce manual effort and improve operational efficiency
Support capacity planning activities and contribute to future infrastructure roadmaps
Requirements:
BSc in Engineering, Computer Science, or a related discipline
4+ years of hands-on experience with Entra ID, including Conditional Access, MFA, WHFB, TAP, and SSO
Solid experience with Active Directory, Entra Connect, Azure administration, and Microsoft 365 integrations
Confident using PowerShell for scripting and troubleshooting, with exposure to Power BI reporting
Experience supporting user lifecycle management and identity provisioning
Familiar with ITIL and Agile ways of working, applying them pragmatically in operations
Communicate clearly in spoken and written English and collaborate effectively within diverse, global teams
Demonstrate ownership, curiosity, and a continuous improvement mindset when resolving customer-impacting issues
What we offer:
Exposure to complex, large-scale enterprise IT infrastructure within a global organisation
Opportunities to influence service improvements and infrastructure roadmaps
Collaboration with experienced technical professionals across multiple countries
A role where your expertise directly contributes to service stability, security, and customer experience