Responsibilities
- Lead and guide a team of engineers and administrators supporting enterprise collaboration and productivity systems.
- Coordinate round-the-clock operational support, including on-call rotations, incident escalation, and response protocols.
- Serve as the primary technical authority for resolving complex platform outages, integrations, and critical issues.
- Assess new technologies, AI features, automation potential, and collaboration tool upgrades.
- Provide strategic direction on modern workplace solutions and employee productivity platforms.
- Oversee daily operations, governance, and lifecycle management for Microsoft 365, Office 365, SharePoint Online, and Microsoft Teams.
- Manage Power Platform components including Power Apps, Power Automate, and Copilot Studio.
- Administer voice and telephony services across Microsoft Teams, Zoom, on-premises systems, Slack, Five9, and Google Workspace with limited scope.
- Maintain integrations between enterprise applications and connected services.
- Promote operational excellence using ITSM and ITIL frameworks across incident, problem, change, request, knowledge, and major incident management.
- Track and prioritize operational backlogs, enhancement requests, and service improvements using Jira.
- Ensure service reliability, uptime, support models, SLAs, and ongoing service enhancements.
- Organize and manage team on-call schedules and contribute to after-hours support as required.
- Define and enforce operational standards for monitoring, alerting, documentation, and support procedures.
- Collaborate with Security, Infrastructure, Networking, IAM, Compliance, Legal, and business units to maintain secure and compliant operations.
- Implement governance practices, optimize licensing, drive automation, and support platform adoption strategies.
- Manage vendor relationships, escalations, and long-term roadmap discussions.
- Oversee platform integrations, API connections, authentication methods, and interoperability with enterprise apps.
- Support organizational changes such as migrations, consolidations, acquisitions, and platform modernization.
- Create and maintain operational metrics, KPIs, dashboards, and executive reporting.
- Participate in incident response coordination and major incident management.
- Maintain and improve documentation, knowledge bases, and operational runbooks.
- Contribute to budget planning, forecasting, licensing management, and capacity planning.
- Ensure consistent service delivery across global teams and time zones.
- Foster a culture of accountability, continuous learning, and technical excellence within the team.
Compensation
Not specified
Work Arrangement
Not specified
Team
Not specified
Not specified
