Key Responsibilities:

Incident, Problem & Service Management:

- Lead Incident and Problem Management, ensuring timely resolution of escalated end-user issues

- Act as the final escalation point for complex EUC incidents

- Perform root-cause analysis (RCA) and implement preventive actions

- Ensure adherence to SLAs and continuous service improvement

End User Services & Security:

- Manage end user security and services including Microsoft 365, Proxy, DLP, Antivirus, OS patching, Active Directory, and access management

- Implement and maintain security best practices for end-user environments

- Manage collaboration platforms including Microsoft Teams, WebEx, and Video Conferencing/Telepresence solutions

Microsoft & Azure Administration:

- Administer and support Windows, Active Directory (on-prem & Azure AD), Microsoft 365, and Azure Cloud

- Design, implement, and support Windows environments across bare-metal and highly virtualized infrastructures

- Troubleshoot and resolve complex on-prem AD and Azure AD issues

- Administer Exchange Online, SharePoint Online, Teams, OneDrive, and related M365 admin centers

- Implement and manage M365 policies, configurations, enhancements, and fixes

Identity & Access Management (IAM):

- Design and manage Role-Based Access Control (RBAC) across Azure subscriptions, resource groups, and resources

- Implement IAM best practices including authentication, authorization, MFA, and Conditional Access

- Ensure secure access management aligned with organizational security policies

Security & Compliance:

- Implement Azure security controls including Network Security Groups (NSGs), Azure Security Center, and Azure Firewall

- Manage and support internal and external IT audits and compliance requirements related to end-user management

- Ensure endpoint and identity security standards are met

Infrastructure & Systems Administration:

- Install, configure, manage, and support AD, DHCP, DNS, IIS, Proxy, FTP, and SFTP services

- Perform installation, hardening, patching, and administration of Windows Servers

- Administer Windows Terminal Services, Group Policy Objects (GPOs), and user management

Device & Asset Management:

- Define and manage device standards, user profiles, and IT asset deployment strategies

- Oversee endpoint lifecycle management and standardization

Required Skills & Qualifications:

- 10-15 years of experience in End User Support, EUC, or IT Infrastructure Management

- Strong expertise in Windows Server, Active Directory, Microsoft 365, and Azure

- Extensive experience in incident/problem management and escalations

- Deep understanding of IAM concepts, RBAC, MFA, and Conditional Access

- Proven experience managing enterprise collaboration platforms

- Strong troubleshooting and analytical skills

- Experience handling IT audits and compliance

- Excellent leadership, communication, and stakeholder management skills

Preferred Qualifications:

- ITIL certification or strong ITIL process knowledge

- Microsoft certifications (Azure Administrator, M365, Security)

- Experience managing distributed or global end-user environments