EMPREGO

IT Operations Team Leader

Truphone-Lisboa, Portugal

Main Purpose of the Role

The purpose of this role is to provide operational support to IT, mainly Office 365 and Azure and its related on-premises infrastructure. Purpose is to help develop a centralized environment in Azure (IaaS) to replace the on-premises servers of the Truphone offices.

For this role it is also expected but not limited to:

  • Manage IT infrastructure and internal technology under IT ownership;
  • Collaborate and support IT Roadmap focusing on IT improvements, like migration of on-premise servers to IaaS and services to SaaS;
  • Office 365 Administration and Troubleshoot;
  • Optimize, clean up, and automate our Azure AD SSO environment
  • Windows Active Directory servers management and placement;
  • Ensure existing and new IT services are working correctly;
  • Define and maintain IT processes that support users, onboarding/offboarding process, users training and awareness, validate and help ensure that IT is compliant with security controls and audit (ex.: ISO 27k)

This person is responsible to manage the 2nd line IT Engineers and their priorities, making sure that IT projects and IT support are executed accordingly to the organization requirements.

Will also be accountable that all IT services and Truphone offices are working at 100% without any issues, for that this person is expected to be able to liaise with the 1st line of IT support for any ticket escalation or work required for the 2nd line of IT Engineers.

Key Responsibilities

  • Providing 2nd line support to staff globally
  • Providing 1st line support where deemed necessary
  • Management of IT tickets
  • Adopt the IT best practices
  • Validate IT procedures and improvement
  • Define IT ticket priorities for internal IT projects as directed by the IT Manager
  • Management of day-to-day IT related to Microsoft cloud technologies (O365 and Azure)
  • Administration tasks of key IT systems including internal and Cloud infrastructure used by Truphone.
  • Monitoring internal IT servers and services globally ensuring a pro-active response is taken to any issues to ensure smooth running of the business.
  • Azure and O365 cost management to be more cost efficiency.
  • Managing and maintaining backups for internal IT systems and Cloud
  • Defining and maintaining IT processes ensuring they are streamlined and effective.
  • Create system and end user documentation as required.

Requirements:
Soft Skills

  • 2+ years working as a team leader in IT.
  • Proven experience managing day to day workload, knowing when to prioritize and the ability to work self-sufficiently.
  • Solid knowledge of Windows Active Directory server management and placement;
  • Solid knowledge on AD and AD administration and troubleshooting - Authentication protocols (NTLM, Kerberos), etc.
  • Azure AD as IdP, proven experience in configuring Enterprise Applications using SAML or OAuth andrespective user/group assignment.
  • Solid knowledge of Azure AD Domain Services.
  • Solid knowledge of Azure AD Conditional Access policies.
  • Demonstrated the ability to work in a team environment with a positive attitude towards sharing expertise and assisting others to learn.
  • Excellent communication skills, able to confidently work at all levels within the company.
  • Propensity for learning new technologies
  • Ability to teach, learn, and collaborate with team
  • Effective communication with global stakeholders

Technical Skills

  • 4+ years of working in cloud services Office 365 and Azure
  • Overall Office 365: Exchange, Sharepoint, Teams, Defender and Security
  • Overall Azure IaaS: Deploy and management of Azure Resources;
  • Identity & Access Management: Active Directory, Azure AD, SSO/SAML, MFA
  • Experience with any programming, APIs, and scripting languages (Azure PowerApps, Powershell, Python, etc.)
  • 5+ years with Windows Server Administration 2008 R2 and above
  • Windows Active Directory: Domain Controller management and placement
  • Other Windows services: DNS, DHCP, DFS, NPS, RDS, File and Print
  • Group Policy Administration

Technical Experience

  • 5+ years’ experience managing IT systems in an enterprise with 500+ users
  • Proven ability to solve problems using data and root cause analysis
  • Extensive experience with Office 365 Application Administration and Support
  • Active Directory and Azure AD administration
  • Azure AD Conditional Access policies
  • Device management using Intune / Endpoint Manager
  • Proven experience developing and deploying global solutions and standards
  • Implementation of Security standards
  • IT Automation to deliver customer value

Desired, but not mandatory

  • Jira knowledge
  • Confluence Knowledge