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 · 6–10+ years in enterprise IT leadership · 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