IT Manager

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.

Requirements

· 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