Infrastructure System Engineer (Remote)

Job description / Role

Role Purpose:

It involves managing and overseeing the effective operation of Office IT Infrastructure Active Directory Entra ID services. Key responsibilities include coordinating and implementing change requests, resolving problems through root cause analysis, and generating RCA reports. The role also involves updating operations documentation, serving as a technical escalation point, and participating in project discussions to provide technical input. Additionally, the Infrastructure Engineer is responsible for executing Continuous Service Improvement (CSI) plans, implementing needed changes in line with the objectives, and assisting the Service Owner and Operation Service Owner in achieving goals and objectives, handling operation tickets, requirements, and requests from the customers.

Key Accountabilities and Decision Ownership:

• Providing operational assessment to future projects with all pros and cons.
• Ensure finishing at least 90% of service improvement topics planned for the fiscal year.
• Creating and assessing 100% of Active Directory Entra AD related changes before CAB meeting.
• Closing 90% of problem cases with required root-cause and preventive actions within agreed KPIs.
• Delivering all required reports and scorecards within agreed timelines.
• End-to-end service availability and performance according to SLA.
• Delivering all Office IT Infrastructure services with agreed SLAs.
• Achievement of SLA targets for incident resolution according to Reportal report 1608 Incident Hop and Re-open analysis.
• Achievement of SLA targets for Service Requests.
• Number of incidents reported by customers according to Reportal report 1608 Incident Hop and Re-open analysis.
• Delivery of project tasks on time and in quality according to agreed project plans.
• Delivery of regular defined reports in time and in quality (e.g., Backlog).
• Customer satisfaction with Office IT Infrastructure Services.
• Compliance to operational processes, measured by exceptions only.

Customer Management:

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

Crisis Management & Escalations:

Managing any crisis related to the system. Escalate to vendor and management when needed. Follow the crisis management process.

Making a Personal Difference:

• Always curious and looking for better ways to do things.
• Take personal ownership of customer issues and go the extra mile to resolve them.
• Serve as a technical escalation point with Customer Service Desks (CSD) and SME teams.
• Ensure that customer issues are addressed promptly and effectively.

Communications:

Notify and escalate status to the Technical Lead, Authentication and Provisioning. Communicate with cross-functional groups and committees as required to handle cross projects or issues.

Technical Operation:

Due to the complexity of infrastructure architecture and workload, the Service Owner, Operation Service Owner, and Senior Specialist are responsible for:

• Providing operational assessment of projects that supports Solution Owner and Service Owner in having a positive project Go Live decision that is assessed by the Office IT Project Review Board.
• Monitoring and reporting on the availability and performance of the service to assist Service Owner in meeting agreed-upon performance standards.
• Coordinating, preparing, and implementing change requests for the service.
• Composing necessary scripts and automation tasks to reduce human intervention and improve efficiency.
• Being a focal point for service escalations from CSD, 2nd level teams, and SMEs.
• Maintaining and updating service operations documentation, including low-level operational guides, CSD work instructions, user guides, and assisting Service Owner with other related technical documentation for the service.
• Achieving problem management resolution and root cause analysis reports in cooperation with Service Owner and problem management team.
• Assisting Service Owner and Infrastructure management to generate capacity reports and outline a roadmap for proactive future capacity increase plans.
• Executing technical project requirements successfully and assisting Service Owner in all tests leading to the final implementation in the production environment.

Must Have Technical / Professional Qualifications:

Education:

BSc in Engineering or Computer Science.

Work Experience:

• 1-2 years of Entra ID hands-on experience.
• Strong experience with Conditional Access policies, MFA, WHFB, and TAP.
• Solid background in Active Directory and Entra Connect.
• Participated in migration activities for Entra ID.
• Good experience in Entra ID integrations and M365 licenses.
• User lifecycle and provisioning experience.

PC Knowledge:

Professional level.

Technical Skills:

• Hands-on experience in Entra ID is a must.
• Strong knowledge in Azure and Azure Administration is a must.
• Experience in Windows Server 2016 or 2022.
• ITIL Foundation certificate is mandatory.
• Experience in troubleshooting and strong PowerShell scripting is mandatory.
• Reporting and analysis skills are preferred.
• Project management knowledge is a plus.

Personal Skills:

• Strong interpersonal organization.
• Dedication and sense of ownership.
• Collaborative and able to work well with others.
• Excellent oral and written communication skills.
• Must be team-oriented.
• Must have strong technical support experience.
• Experience working in a large production environment.
• Excellent spoken and written English.

About the Company

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.

We believe that, when working together, humanity and technology can find the answers and create a better future for all.

Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.