Senior System Administrator

Office 365 Administration\nManage license assignment and optimization\nTroubleshoot O365-related issues (Outlook, Teams, etc.)\nHandle user access management\nManage shared mailboxes and distribution lists (DLs)\n3. Identity & Access Management\nImplement and manage Multi-Factor Authentication (MFA)\nConduct timely access reviews and support client audits\nHandle MFA enrollment for users\nIdentify and respond to compromised accounts\n4. Desktop Support\nProvide first-call resolution for end-user issues\nTroubleshoot general desktop and Outlook-related problems\nEnsure issue resolution within defined timelines (≤ 24 hours based on severity)\n5.

Ticketing & Service Management\nEnsure SLA adherence of ≥ 95%\nManage and reduce ticket backlog (weekly/monthly targets)\nMaintain 100% documentation compliance for all tickets\n6. Monitoring & Incident Response\nMonitor alerts and respond within ≤ 15 minutes for critical issues\nHandle NOC alerts, including tools like Auvik and network outages\nEscalate issues as required\n7. Application Support\nTroubleshoot application-related issues\nEnsure critical issues are resolved within SLA timelines\nDrive reduction in recurring incidents through root cause analysis\nKey Skills & Requirements:\nHands-on experience with Active Directory and Office 365\nKnowledge of Identity Management and MFA\nStrong troubleshooting skills for desktop and applications\nExperience with ticketing tools and SLA-driven environments\nBasic understanding of network monitoring tools (e.g., Auvik)\nGood communication and documentation skills\nPerformance Metrics (KPIs):\nSLA adherence ≥ 95%\nFirst Call Resolution rate improvement\nAverage resolution time ≤ 24 hours\nAlert response time ≤ 15 minutes\nReduction in ticket backlog and recurring incidents