Employment: Full Time

Technical Lead Authentication and Provisioning

Role purpose:

To Manage a huge Microsoft Infrastructure team and service portfolio through facilitation of comprehensive training; impartial evaluation of team and individual performance; keen supervision of the team and its budget; taking the accountability of ensuring cooperation between cross-functional groups and committees in dealing with cross-projects and issues; and tactical supervision to 18 members divided to 3 sub teams with direct reports.

 

The role is also accountable for providing second line of support to Microsoft Infrastructure Authentication applications/services hosted in Germany serving all Vodafone Group employees as well as approximately 300,000 users in more than 28 countries to meet the expected availability and performance.

 

Key accountabilities and decision ownership:

 

Technical Operation:

– Manage team day-to-day technical operations

– Handling customer escalations and ensure proper handling to improve customer satisfaction and productivity

– Drive and follow-up service improvement plans through Operational Service Owners

– Manage services backend servers health

– Ensure to meet the Services availability and performance targets

– Adhere to processes and ensure that all ITIL best practices applied

 

Projects Support:

– Support through the service feasibility and ramp-up phase with technical knowledge

– Successfully execute all project activities assigned on-time with high quality

– Ensure accurate and timely progress & status reporting

 

Customers’ management:

– Contribute in developing the service level agreement

– Meet with customers at management and professional level on weekly basis; track complaints, requirements and report

– Build strong healthy relationship with customer avoiding negative feedback

Requirements

Core competencies, knowledge and experience:

– IT services Operation & delivery

– Service Support and troubleshooting

– Professional Business communication

– People Management

– Leadership & strategic analysis

 

Must have technical / professional qualifications:

 

Education:

– BSC in Engineering or Computer Science

 

Work Experience:

– 8 years of experience in IT Support. Among which at least 5 years in leading IT teams. MS systems knowledge is a must especially the below where candidate must have strong background:

– Knowledge in cloud service with all related technology (VMware, ESXi, Vcenter, Vsphere, Server Hardware, Storage, RAID system, Azure & O365 …)

– Detailed technical knowledge related to Infrastructure Services and related technical components (Active Directory, DHCP, DNS, Windows Servers, print & File sharing…).

– Detailed technical knowledge relating to configuration management and automated deployment.

– Understanding and experience dealing with IT Security requirements and related policies.

 

Personal skills:

– Strategic thinking

– People management & personal development

– Leadership & organizational skills

– Interpersonal Skills

– Ability to perform technical researches