ICT Hybrid Infrastructure & Cloud Operations Specialist - Platform Operations Engineer

Role Purpose

Provide cross-domain operational coverage and service-continuity support across Microsoft 365 services and on-premises enterprise platforms, ensuring continuity of operations during incidents, leave coverage, and peak operational periods.

Key Responsibilities

• Provide operational coverage and first-level support across: o Microsoft 365 services (e.g. Entra ID, Exchange Online, SharePoint Online, Teams)

• Perform initial triage and troubleshooting for incidents affecting collaboration platforms, identity services, and hosting environments

• Coordinate incident escalation and resolution with relevant specialist teams (e.g. M365 specialists, SQL, infrastructure)

• Assist in executing documented SOPs and runbooks for both Microsoft 365 and on-prem platforms

• Support service restoration, backup verification, and recovery activities during incidents

• Provide operational coverage during leave periods and manpower shortfalls to prevent service gaps

• Maintain operational records and handover notes to support continuity across teams

Required Skills & Experience

• Senior experience in enterprise IT operations or infrastructure support

• Working knowledge of both: o Microsoft 365 collaboration and identity services, and o On-premises enterprise platforms

• Strong incident coordination and troubleshooting skills across multiple platforms

• Ability to follow and execute established operating procedures across different systems

• Proven ability to work across teams and provide effective operational handover