Senior Infrastructure Support Officer (IF - 12406)
We are seeking a Messaging and Collaboration Systems Specialist responsible for the administration, maintenance, and optimization of M365, Office 365, and Teams unified communication systems. The role ensures secure and high-quality service delivery, data integrity, and compliance with IT standards within an ITIL framework. The position also contributes to global IT transformation by driving standardization, operational excellence, and continuous improvement.
Ensure the quality, availability, and security of messaging and collaboration systems in accordance with corporate IT standards.
Administer and support M365, Office 365, and Teams environments, managing patching, monitoring, and performance optimization.
Maintain and enhance operational tools for messaging systems to guarantee sustainability and reliability across regions.
Record incidents, maintain the IT knowledge base, and ensure timely, high-quality resolution.
Develop and update operational procedures and technical documentation related to messaging and collaboration services.
Support project managers during project lifecycles and lead related initiatives when required.
Collaborate with IT teams across multiple geographies to ensure system stability and service consistency.
Participate in user training activities and contribute to developing efficient, cost-effective IT training materials.
Identify and propose operational improvements and automation opportunities to enhance service delivery.
Support the organization’s business continuity and disaster recovery processes.
Ensure compliance with IT security, confidentiality, and data protection standards.
Act as a subject matter expert in messaging systems, communicating effectively with stakeholders and internal users.
Work according to established service management practices (ITIL) to meet OLA and SLA targets.
Requirements
Proven hands-on experience in administration and support of messaging and collaboration systems (M365, O365, Teams).
Strong understanding of disaster recovery procedures and business continuity planning.
Knowledge of secure file sharing and collaboration best practices (e.g. OneDrive for Business, ooDrive).
Familiarity with ITIL processes, incident, and change management.
Excellent analytical skills and problem-solving ability to identify issues, assess impact, and define corrective actions.
Highly organized, capable of managing multiple tasks and working under pressure.
Strong communication and teamwork skills, comfortable working in a multicultural and multilingual environment.
Proactive, adaptable, and open-minded approach to learning and collaboration.
Good command of English, both spoken and written.