Job Description

As an Active Directory Subject Matter Expert (SME) in Support & Operations, you will play a critical role in ensuring timely resolution of escalated incidents while adhering to service level agreements (SLAs) and quality standards. Your expertise will enhance customer satisfaction and operational efficiency through proactive analysis and strategic communication with business stakeholders. (1.)

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents In Active Directory, Adhering To Agreed Slas To Maintain Operational Integrity.

2. Mentor Team Members And Administrators On Active Directory Best Practices, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation For Effective Knowledge Sharing.

3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.

4. Foster Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings To Understand Challenges And Resolve Issues Related To Active Directory Services.

5. Validate And Analyze Reports, Including Root Cause And Trend Analyses, To Present Insights And Performance Metrics To Key Business Stakeholders, Driving Continuous Improvement In Operational Tasks.

Skill Requirements

1. Strong Understanding Of Active Directory Architecture And Management.

2. Proficiency In Incident Management And Resolution Processes.

3. Good Knowledge Of Change Management And Capacity Planning Methodologies.

4. Excellent Communication Skills For Effective Stakeholder Engagement.

5. Familiarity With Performance Analysis Techniques And Reporting.

Certification

1. Microsoft Certified: Azure Administrator Associate (Optional But Valuable)

2. Itil Foundation Certification (Optional But Valuable)

No. of Positions

1

Skill (Primary)

DWP-UMC-DIRECTORY SERVICES

Auto req ID

1606647BR