Service Level & Escalation Management
· Define and enforce SLAs across all IT services (infrastructure, applications, support).
· Maintain an escalation matrix for rapid incident response and resolution.
· Generate SLA performance reports and implement corrective actions as needed.
Communication & Stakeholder Management
· Develop a communication plan covering IT announcements, executive briefings, and incident notifications.
· Standardize all internal and external IT communications and feedback loops.
· Coordinate consistent updates across IT and business stakeholders.
Digital Transformation & Innovation
· Lead cloud migrations, SaaS adoption, and modernization of legacy systems.
· Implement AI/ML, RPA, Microsoft Copilot, and Power Platform solutions for automation.
· Guide business units through digital workflow optimization.
Operational Planning & Resource Management
· Manage annual and quarterly IT plans, calendars, and resource allocations.
· Align project delivery and infrastructure maintenance with business priorities.
· Forecast IT capacity needs and minimize operational risk.
Infrastructure & Multi-Geo Operations
· Administer Microsoft 365 in multi-geo tenant configurations.
· Design and manage Azure AD environments, hybrid identity, and federation.
· Oversee cloud/hybrid infrastructure: Azure VMs, VNets, networking, Cloudflare (DNS, CDN, WAF), and VPN.
· Support on-premises and Azure-hosted SQL Server environments with DR/HA capabilities.
Microsoft 365 Administration
· Manage Exchange Online: mail flow rules, hybrid configurations, retention policies.
· Administer Microsoft Teams: policies, meeting settings, app permissions, usage governance.
· Configure and manage SharePoint Online: site provisioning, permissions, sharing, and lifecycle policies.
· Govern OneDrive: storage quotas, DLP, external sharing.
Security & Compliance
· Enforce policies aligned with ISO 27001, NIST, SOC 1/2, and CIS Controls.
· Administer Microsoft Defender for Endpoint/XDR and Sentinel for threat detection and response.
· Manage Zscaler for secure internet access and zero trust connectivity.
· Use Microsoft Purview/Compliance Center for:
o eDiscovery (Standard & Premium)
o Data Loss Prevention (DLP) for emails, files, Teams, and SharePoint
o Retention & Sensitivity Labels, audit logs, and alerts
Endpoint Management
· Configure and enforce policies via Microsoft Intune (Windows, macOS, mobile).
· Automate patching and monitor telemetry from Defender and XDR.
Global Service Desk & End-User Support
· Lead global help desk teams with SLA-based support models.
· Drive continuous improvement through CSAT/NPS feedback and user experience analytics.
· Foster end-user adoption and self-service enablement.
Web Development & Internal Tools
· Oversee internal ASP.NET Core/MVC app development.
· Define scope, pipelines, releases, and Agile workflows using Azure DevOps.
Vendor & License Management
· Negotiate contracts and vendor SLAs.
· Monitor license consumption across M365, Azure, and third-party tools.
Team Leadership & Collaboration
· Lead cross-functional IT teams (infrastructure, support, developers).
· Provide mentorship, define KPIs, and align IT strategy with business vision.
Budgeting & IT Reporting
· Prepare and manage IT OPEX/CAPEX budgets.
· Forecast and optimize Azure/M365 costs and cloud resource consumption.
· Deliver dashboards and reports on IT health, SLA compliance, and digital transformation KPIs.
· Deep knowledge of Azure, Exchange Online, SharePoint, Teams, and Power Platform
· Hands-on experience with Microsoft Purview, Defender, Sentinel, and Zscaler
· Jira or ServiceNow for ITSM workflows
· Strong leadership, stakeholder communication, and budgeting skills