Infrastructure Service Delivery Specialist
4 days ago
Job Description
Support on understanding of provisioning & de-provisioning process of end user devices
Provisioning of new laptops and mobile phones using Autopilot, Intune and Apple Business Manager.
De-provisioning of new laptops and mobile phones using Intune.
Management of assets using tools.
Creation of Handover and takeover (from stakeholder) checklist.
Identify and manage recurring infrastructure issues, working with technical teams to address root causes.
Support on management of authentication tools (using AD, Entra and Intune)
Management of Admin Center for Entra & Intune
Ensure that infrastructure services comply with organizational security policies, industry regulations, and best practices.
Participate in audits and ensure that infrastructure security measures are consistently followed.
Support on SML process and creation of manual for AD ID creation process
Management of onboarding & offboarding of devices end-to-end
Monitor and report on service performance, ensuring compliance with SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
Act as the main point of contact for internal and external stakeholders regarding service delivery matters.
Documentation & Third-Party Management
Produce regular reports on service performance, incidents, changes, and capacity planning for senior management.
Work with external vendors and service providers to ensure the delivery of contracted infrastructure services.
Manage vendor performance, ensuring that contractual obligations are met, and service levels are maintained.
Identify opportunities for continuous improvement in infrastructure service delivery and work with cross-functional teams to implement enhancements.
Engage with internal customers to understand their needs and ensure the infrastructure supports business objectives.
Job Requirements
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Proven experience in infrastructure service delivery, IT operations, or IT service management.
Experience with ITIL frameworks and methodologies.
Experience with cloud platforms
Strong understanding of IT infrastructure components, including servers, storage, networks, databases, and cloud services.
Knowledge of monitoring, incident management, and performance tuning tools.
Familiarity with virtualization technologies, networking protocols, and automation tools.
Strong communication and interpersonal skills, with the ability to work with both technical and non-technical stakeholders.
Problem-solving abilities, with a focus on customer satisfaction.
Strong organizational skills with the ability to manage multiple priorities.
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