Tata Tele - End User Support Manager - Incident & Problem Management

Description :

Key Responsibilities :

Incident & Problem Management :

- Manage and resolve escalated end-user incidents and service requests in a timely manner.

- Oversee incident, problem, and change management processes for end-user technologies.

- Ensure high availability and reliability of user-facing systems and services.

Audit, Compliance & Security :

- Lead and support internal and external IT audits related to End User Computing (EUC).

- Ensure compliance with IT security policies, standards, and regulatory frameworks.

- Manage end-user security solutions including O365 security, Proxy, DLP, Antivirus, OS Patch Management, and Access Controls.

Technology Management :

- Manage Microsoft 365 suite (Exchange Online, SharePoint Online, Teams, OneDrive, and related admin centers).

- Implement and support M365 policies, configurations, and tenant-level administration.

- Manage Active Directory (AD), Azure AD, DNS, DHCP, IIS, FTP/SFTP, and Proxy services.

- Handle Windows Server installation, configuration, patching, and hardening.

- Lead Group Policy (GPO) management, User Profile management, and Terminal Services administration.

- Support and maintain collaboration platforms such as MS Teams, Webex, and VC/TP systems.

Identity & Access Management (IAM) :

- Implement and manage Role-Based Access Control (RBAC) across Azure resources.

- Configure authentication, authorization, Multi-Factor Authentication (MFA), and Conditional Access policies.

- Ensure compliance with IAM best practices and security principles.

Azure & Cloud Administration :

- Administer and troubleshoot Azure Active Directory and Azure infrastructure components.

- Implement and maintain security controls including Network Security Groups (NSGs), Azure Security Center, and Azure Firewall.

- Support and optimize hybrid and cloud-based environments.

End-User Computing & Asset Management :

- Define and maintain device standards and user profiles for IT asset deployment.

- Manage hardware and software lifecycle, including onboarding and offboarding.

- Drive initiatives for process automation, end-user satisfaction, and productivity improvements.

Required Qualifications & Experience :

- Bachelors or Masters degree in Computer Science, Information Technology, or a related field.

- 10- 15 years of experience in IT infrastructure, with significant exposure to end-user support management.

- Proven experience in Windows Server administration, Active Directory (on-prem & Azure AD), and M365 ecosystem.

- Strong technical expertise in incident/problem management, IAM, and end-user security controls.

- Hands-on experience with Azure administration, security hardening, and compliance management.

- Excellent understanding of networking, proxy configuration, and collaboration tools.

- Strong leadership, communication, and stakeholder management skills