Lead IT Service Management (ITSM) Engineer – Microsoft Cloud

 Lead IT Service Management (ITSM) Engineer – Microsoft Cloud

📍 Lagos | Full-Time

🔹 Role Summary

Responsible for designing, managing, and continuously improving IT Service Management (ITSM) operations across a hybrid environment, with strong focus on Microsoft Cloud technologies, automation, reporting, and governance.

Acts as the technical and operational lead supporting both Lagos and Kwale operations.

🔹 Key ResponsibilitiesITSM & Operations

• Own Incident, Request, Problem, and Change Management processes
• Design and manage ITSM workflows (ticketing, escalation, SLA tracking)
• Maintain CMDB-lite and service documentation
• Ensure service availability and operational stability

Microsoft Cloud (Critical)

• Manage Microsoft 365 environment (Exchange, Teams, SharePoint)
• Build and maintain Power Platform solutions:
• Power Automate workflows (incident routing, escalation)
• Power Apps (forms, internal tools if required)
• Power BI dashboards (SLA, reporting, trends)
• Administer Azure AD (Entra ID), access control, identity management

Monitoring & Reporting

• Design and manage IT dashboards
• Track KPIs (MTTR, SLA compliance, uptime)
• Deliver weekly/monthly reports

Backend Support Oversight

• Provide L2/L3 escalation support for Kwale engineers
• Coordinate vendor/OEM escalation (Microsoft, ISPs, etc.)
• Conduct root cause analysis for major incidents

Governance

• Ensure compliance with ITSM processes
• Support audits and documentation
• Drive continuous improvement

🔹 Required Skills & ExperienceCore

• 5–8+ years in IT infrastructure / ITSM roles
• Strong understanding of ITIL principles
• Experience in managed services or enterprise IT environments

Microsoft Cloud (Non-Negotiable)

• Microsoft 365 administration
• Strong hands-on with:
• Power Automate
• Power BI
• Power Apps
• Azure AD / Entra ID
• SharePoint Online

Technical

• Basic networking (LAN/WAN, VPN, firewalls)
• Server environments (Windows Server, virtualization)
• Endpoint management (Intune preferred)

Tools & Systems

• ITSM tools (Service Desk / Ticketing systems)
• Monitoring tools (network/server monitoring)

🔹 Nice to Have

• Azure experience
• Power Platform certifications
• Experience in oil & gas / field environments
• Project coordination experience

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