Senior Specialist - O365.Technology Information

Mission/ Core purpose of the Job
The Senior Specialist: O365 is responsible for the management, support, and optimisation of MTN’s Office 365 environment. This role ensures the availability, security, and performance of O365 services and applications across the organisation. The Senior Specialist leads initiatives for platform updates, configuration, and integration with other enterprise technologies, providing expert guidance and resolving complex issues. This position supports digital workplace transformation by enabling seamless collaboration and communication through O365 tools and services.

Key Activities & Responsibilities
O365 Service Management and Administration
Manage the end-to-end administration of the Office 365 suite including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and security & compliance components.
Monitor service health and performance metrics, identifying and resolving service issues proactively to ensure optimal availability and reliability.
Plan and execute platform upgrades, patches, and configuration changes while minimising user impact and downtime.
Maintain detailed documentation of configurations, changes, processes, and procedures related to the O365 environment.

Incident, Problem and Change Management
Lead the diagnosis and resolution of complex technical incidents impacting O365 services, engaging internal and vendor resources as appropriate.
Identify recurring issues and collaborate with Problem Management teams to drive root cause analysis and implement long-term fixes.
Coordinate change management processes for O365-related updates and enhancements following ITIL best practices, ensuring communication and risk mitigation.

Security, Compliance, and Governance
Implement and enforce security policies within O365 including identity and access management, conditional access, data loss prevention, and threat protection measures.
Ensure O365 platform compliance with corporate policies and regulatory requirements, conducting regular audits and remediations.
Collaborate with cybersecurity teams to identify vulnerabilities and implement security improvements or incident responses.
Manage data governance frameworks to ensure appropriate data handling, retention, and protection capabilities in the cloud environment.

User Support, Training, and Adoption
Develop and deliver training materials, user guides, and communications to enhance end-user adoption and effective utilisation of O365 tools.
Provide escalated technical support for user issues related to O365 services, coordinating resolution and feedback loops.
Engage with business units to understand user needs and tailor support and training programs accordingly.
Monitor and measures user satisfaction and adoption trends, driving initiatives to address gaps and improve service experience.

Platform Integration and Collaboration
Evaluate, design, and manage integrations between O365 and other enterprise systems facilitating seamless workflows and data exchange.
Work closely with IT teams, business units, and external vendors to plan and deliver integrated solutions that leverage O365 capabilities.
Act as an O365 subject-matter expert in cross-functional projects, influencing design decisions and ensuring cloud platform compatibility.
Participate in continuous improvement initiatives focused on automation, process optimisation, and platform innovation.

Education
Minimum of 3 year degree/diploma in Information Technology, Computer Science, or related discipline.

Experience
Minimum of 5 years’ experience in managing and supporting Office 365 or equivalent cloud collaboration platforms.
Proven expertise in Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and Microsoft Security & Compliance solutions.
Experience resolving complex platform issues and working with Microsoft support escalation processes.
Familiarity with ITIL processes, particularly Incident and Problem Management.

Skills
Strong technical troubleshooting and analytical skills.
Excellent communication and stakeholder engagement abilities.
Experience with platform automation, scripting, and administration tools for O365 (PowerShell, Graph API).
Strong customer service orientation and training capability.