Manager - Cloud & Security Customer Service Operations

Job Description About The Company Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications Role Overview The Microsoft 365 End User Operations & OEM Specialist is a critical, highly specialized role responsible for the design, deployment, optimization, and daily operation of all end-user services within the Microsoft ecosystem. This individual acts as the primary technical liaison for Microsoft OEM servicesensuring the company leverages its M365 investment to the fullest, focusing on robust device management, identity security, and an excellent end-user experience across all platforms. Key Responsibilities End-User Operations & Management (EUC) - Device Lifecycle Management: Design, implement, and manage the full lifecycle of all endpoints (Windows, macOS, iOS, Android) using Microsoft Intune (Endpoint Manager) and Windows Autopilot for modern provisioning. - Identity and Access: Administer and secure user identities, authentication, and authorization within Microsoft Entra ID (Azure AD), including implementing and enforcing Conditional Access, MFA, and Single Sign-On (SSO). - Core M365 Services: Provide Tier 3 escalation support and advanced administration for core Microsoft 365 workloads like Exchange Online, Teams, SharePoint Online, and OneDrive for Business. - Manage, operate, and monitor all M365 services Exchange Online, Teams, SharePoint, OneDrive, Intune, and Azure AD - Perform user and license management, mailbox provisioning, group policy configuration, and permissions. - Handle incidents, service requests, and escalations related to M365 services across L0L3. - Manage M365 endpoint configurations and enforce security compliance through Intune and Conditional Access. - Conduct regular patch and update management in coordination with Microsoft OEM teams. - Maintain health, availability, and capacity metrics using M365 admin and security dashboards - Automation: Develop and maintain PowerShell scripts and use Microsoft Graph API for bulk operations, reporting, and automating routine End User Management tasks (e.g., license allocation, user provisioning/de-provisioning, device cleanup). OEM and Technical Leadership - Microsoft Roadmap Integration: Act as the Subject Matter Expert (SME), staying current with the Microsoft 365 roadmap, new features, and deprecated services to strategically plan upgrades and feature adoption. - License and Cost Optimization: Work with vendor partners and the finance team to manage M365 licensing, ensuring compliance and optimizing consumption to reduce costs. - Service Health: Proactively monitor the Microsoft 365 Service Health Dashboard and address alerts, performing root cause analysis (RCA) and coordinating incident resolution. - Security & Compliance: Configure and maintain endpoint security and compliance policies via Microsoft Defender for Endpoint and Microsoft Purview features, ensuring all end-user devices adhere to organizational standards. Required Experience & Qualifications - Deep practical knowledge of Microsoft Intune/Endpoint Manager for mobile device management (MDM) and mobile application management (MAM). - Expertise in Microsoft Entra ID (Azure AD), particularly synchronization (Azure AD Connect), Conditional Access, and Identity Governance. - Strong scripting skills, primarily PowerShell, for automation and administration of Microsoft technologies. - Proven ability to work independently, manage multiple priorities, and lead technical projects from planning through deployment. Key Skills & Certifications The unique nature of this role requires a blend of endpoint administration, identity management, and operational expertise directly from the Microsoft cloud platform - Endpoint Management : Microsoft Intune (MDM/MAM), Windows Autopilot, Group Policy Objects (GPO) and Intune migration/co-management, Microsoft Defender for Endpoint. - Identity & Access:Microsoft Entra ID (Azure AD), Conditional Access, Multi-Factor Authentication (MFA), Azure AD Connect, SSO/Federation. - M365 Operations:Advanced administration of Exchange Online, Microsoft Teams, SharePoint Online/OneDrive, Microsoft 365 Admin Center. - Automation:PowerShell scripting (advanced), familiarity with Microsoft Graph API and Logic Apps/Power Automate. - Operational: Strong troubleshooting (L3/L4), ITIL framework knowledge (Incident, Problem, Change Management), technical documentation. Recommended Microsoft Certifications These certifications directly validate the skills required for the role, particularly in Microsoft's proprietary technologies. - Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) Focuses on deploying, configuring, and managing endpoints and client applications using Microsoft Intune and Configuration Manager. - Microsoft Certified: Identity and Access Administrator Associate (SC-300): Focuses on designing, implementing, and operating an organization's identity and access management systems using Microsoft Entra ID. - Microsoft 365 Certified: Administrator Expert (MS-102): A high-level certification requiring a prerequisite Associate cert, validating expertise in planning, implementing, and managing an entire M365 tenant. - Microsoft 365 Certified: Security Administrator Associate (SC-200):Focuses on using Microsoft Defender, Sentinel, and Purview to secure the M365 environment, including endpoints and data. NOC Management Requirements - 24x7 operational coverage under a structured L0L3 model. - End-to-end service monitoring using Microsoft Admin Center, Defender Portal, and Service Health Dashboard. - SLA-driven operations for incident resolution, change management, and problem management. - Ticketing system integration (ServiceNow / Remedy / BMC) for workflow automation. - Real-time service alerts, health checks, and trend analysis dashboards for proactive monitoring. - Periodic patch compliance and upgrade validation in coordination with OEM teams. - Maintain operational KPIs (incident response time, MTTR, system availability, OEM SLA adherence). - Participate in business continuity and disaster recovery (BC/DR) drills for M365 workloads. - Contribute to automation and orchestration initiatives (e.g., Power Automate, Logic Apps, or APIs).