Tata Tele Business Services - End User Support Manager

Key Responsibilities:
Incident, Problem & Service Management:
- Lead Incident and Problem Management, ensuring timely resolution of escalated end-user issues
- Act as the final escalation point for complex EUC incidents
- Perform root-cause analysis (RCA) and implement preventive actions
- Ensure adherence to SLAs and continuous service improvement
End User Services & Security:
- Manage end user security and services including Microsoft 365, Proxy, DLP, Antivirus, OS patching, Active Directory, and access management
- Implement and maintain security best practices for end-user environments
- Manage collaboration platforms including Microsoft Teams, WebEx, and Video Conferencing/Telepresence solutions
Microsoft & Azure Administration:
- Administer and support Windows, Active Directory (on-prem & Azure AD), Microsoft 365, and Azure Cloud
- Design, implement, and support Windows environments across bare-metal and highly virtualized infrastructures
- Troubleshoot and resolve complex on-prem AD and Azure AD issues

- Administer Exchange Online, SharePoint Online, Teams, OneDrive, and related M365 admin centers
- Implement and manage M365 policies, configurations, enhancements, and fixes
Identity & Access Management (IAM):
- Design and manage Role-Based Access Control (RBAC) across Azure subscriptions, resource groups, and resources
- Implement IAM best practices including authentication, authorization, MFA, and Conditional Access
- Ensure secure access management aligned with organizational security policies
Security & Compliance:
- Implement Azure security controls including Network Security Groups (NSGs), Azure Security Center, and Azure Firewall
- Manage and support internal and external IT audits and compliance requirements related to end-user management
- Ensure endpoint and identity security standards are met
Infrastructure & Systems Administration:
- Install, configure, manage, and support AD, DHCP, DNS, IIS, Proxy, FTP, and SFTP services
- Perform installation, hardening, patching, and administration of Windows Servers
- Administer Windows Terminal Services, Group Policy Objects (GPOs), and user management
Device & Asset Management:
- Define and manage device standards, user profiles, and IT asset deployment strategies
- Oversee endpoint lifecycle management and standardization
Required Skills & Qualifications:
- 10-15 years of experience in End User Support, EUC, or IT Infrastructure Management
- Strong expertise in Windows Server, Active Directory, Microsoft 365, and Azure
- Extensive experience in incident/problem management and escalations
- Deep understanding of IAM concepts, RBAC, MFA, and Conditional Access
- Proven experience managing enterprise collaboration platforms
- Strong troubleshooting and analytical skills
- Experience handling IT audits and compliance
- Excellent leadership, communication, and stakeholder management skills
Preferred Qualifications:
- ITIL certification or strong ITIL process knowledge
- Microsoft certifications (Azure Administrator, M365, Security)
- Experience managing distributed or global end-user environments