Drivecontinualimprovementinsecuritymonitoring,reportingandoperationalmaturity. Collaboratewithcomplianceandgovernanceteamstosupportauditsandcertifications. Thesuccessfulcandidatewillpossessstrongexperienceinvestigatingandresolvingincidentsacrossnetworks,endpoints,cloudplatformsandidentityserviceswhilstoperatingwithinformalSecurityIncidentandMajorIncidentprocesses. ServiceManagement&ITILGovernance OperateinaccordancewithITILandITSMbestpractice. OwnandimproveL3IncidentManagementprocesses. ShiftleftdrivetoL2,ensuringL2teamshavetheskills,toolsandaccessrequiredtoresolveincidentswithouttheneedforL3orArchitectintervention. ReducerecurringincidentsthroughProblemManagementandtrendanalysis. EnsureSLA,KPIandcontractualcommitmentsareachieved. Driveservicematurityinitiativesandoperationalimprovements. Supportknowledgemanagementandshift-leftstrategies. TheMSPsservicegovernancemodelincludesobjectivesaroundSLAperformance,incidentresolution,customersatisfaction,reducingagedincidentsandeffectiveknowledgemanagement. Reporting&DataAnalytics Produceweeklyandmonthlyoperationalandserviceperformancereports. Analyseinfrastructure,securityandserviceperformancetrendsandprovideinsights. Trackresourceutilisationandteamproductivitymetrics. ReportonSLAperformance,incidenttrends,vulnerabilitiesandremediationprogress. Presentactionablerecommendationstoleadershipteams. Translatetechnicalreportingintomeaningfulbusinessoutcomesandimprovementplans. Supportcustomerservicereviewsandgovernancemeetings. KeyPerformanceIndicators SLAachievement Incidentresolutionperformance MajorIncidentreduction Vulnerabilityremediationcompliance Patchcompliancelevels Serviceavailability Customersatisfaction(CSAT) Teamproductivityandutilisation Reductioninagedincidents Knowledgearticleadoption Employeeengagementandretention Knowledge,Skills … Minimum7years'experienceininfrastructure,networkingandsecurityenvironments. StrongexperiencesupportingMicrosoftAzureenvironments. Expertknowledgeof: MicrosoftEntraID MicrosoftIntune WindowsDefender Microsoft365 ActiveDirectory WindowsServer Networkingtechnologies Firewalls EndpointSecurity RMMplatforms MDMtechnologies Experiencewithinfrastructuremonitoring,patchmanagementandautomationtooling. Strongunderstandingofcybersecurityprinciplesandoperationalsecuritypractices. ServiceManagement StrongunderstandingofITSM. StrongworkingknowledgeofITILprinciples. Experiencedeliveringcontinualserviceimprovementinitiatives. Reporting&Analytics Advancedreportingandanalyticalcapability. Abilitytotransformoperationaldataintoactionablebusinessinsights. Experiencepresentingtechnicalinformationtoseniorstakeholdersandcustomers. Knowledge,Skills&ExperienceDesirable MicrosoftAzurecertifications. ITILFoundationorhigher. MicrosoftSecuritycertifications. CISSP,CISMorequivalentsecurityqualifications. Experienceinretail,hospitalityormulti-siteITenvironments. ExperiencesupportingregulatedorPCI-compliantenvironments. Experienceimplementingautomationandoperationalefficiencies. BehaviouralCompetencies Leadsbyexample. Demonstratesaccountabilityfortheteamandthemselves Calmanddecisiveunderpressure. Takesownershipandaccountability. Highlyanalyticalanddatadriven. Excellentcommunicator. ...