What We Are Looking For :

Experience :

- 6 to 10+ years in cloud, identity or workplace engineering, including demonstrable time operating at L3 or subject matter expert level

- Proven experience as a final escalation point in a production environment with real service commitments

- Degree or equivalent practical experience in IT or a related field

Technical skills :

- Expert-level Microsoft 365 administration, including Exchange Online mail flow, SharePoint, OneDrive and Teams governance

- Deep, hands-on Entra ID expertise : authentication and authorization, Conditional Access, MFA, SSO, PIM, app registrations, service principals and Microsoft Graph permissions

- Strong Azure operational capability : RBAC, subscription and resource group management, virtual machines, storage, Key Vault and Log Analytics

- Expert Microsoft Intune and endpoint management across Windows, macOS, iOS and Android

- Practical experience with Azure Virtual Desktop and Windows 365 Cloud PC, including profile and session troubleshooting

- Identity integration experience : SAML configuration, SCIM provisioning, and claims and attribute mapping

- DNS administration and mail authentication records

- PowerShell automation to a production standard, including Microsoft Graph PowerShell

- Identity security and Zero Trust principles, with least-privilege applied by default

- Advanced troubleshooting and structured root cause analysis

Service management and tooling :

- Hands-on ServiceNow experience is required. You should be comfortable with incident, request and catalog task fulfilment, correct categorization and assignment, work note and closure discipline, SLA awareness, and how catalog items and request workflows drive fulfilment. We also want someone who reads ticket data to spot recurring problems, not only to close individual tickets.

- ITIL-aligned service management understanding across incident, problem, change and knowledge management

- Confluence or an equivalent knowledge platform, as an active author rather than an occasional reader

- Monitoring and alerting platform experience, such as Zabbix or Azure Monitor

- Azure DevOps familiarity, sufficient to manage access, repositories and pipelines at an entitlement level

Managed service provider experience :

- Prior experience in an MSP, managed service or multi-tenant environment is required. Operating across many client tenants is fundamental to this role rather than incidental to it.

- Comfort working across multiple client tenants at once, with the discipline to keep them properly separated

- Understanding of delegated administration, privileged and break-glass access models, and their audit implications

- Awareness of the commercial side of managed services : SLAs, contracted scope, and why accurate time and ticket records matter

- Client-facing communication skill : able to explain technical detail credibly to a non-technical stakeholder, and to stay calm in a difficult conversation

Certifications :

Preferred :

- Microsoft 365 Certified : Enterprise Administrator Expert (MS-102)

- Microsoft Certified : Identity and Access Administrator Associate (SC-300)

- Microsoft Certified : Azure Administrator Associate (AZ-104)

- Microsoft Certified : Endpoint Administrator Associate (MD-102)

Advantageous :

- Microsoft Certified : Azure Security Engineer Associate (AZ-500)

- Microsoft Certified : Security Operations Analyst Associate (SC-200)

- ITIL 4 Foundation

- Experience in a regulated sector such as insurance, financial services or healthcare