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As a Senior Azure AD Operations Support Analyst within Global Managed Services – Identity and Access Management, you will be instrumental in ensuring the seamless and secure operation of Azure Active Directory (Azure AD) services across the organization. Your deep expertise in Azure AD is crucial for maintaining, troubleshooting, and optimizing identity and access management (IAM) services to uphold business continuity and regulatory compliance.

Oversee the day-to-day operations of Azure AD services, guaranteeing high availability, reliability, and optimal performance. Lead the charge in resolving complex Azure AD incidents and service requests, providing expert guidance. Develop, maintain, and enforce robust operational procedures and documentation for effective Azure AD management. Collaborate closely with IAM engineering and architecture teams to support the successful implementation of Azure AD solutions and integrations.

Conduct regular system health checks, meticulously monitor Azure AD performance, and perform comprehensive capacity planning. Liaise with IT and security teams to ensure IAM operations strictly adhere to security policies, compliance standards, and industry best practices. Mentor junior operations support analysts, fostering their professional growth. Manage key Azure AD features, including conditional access, multi-factor authentication (MFA), and privileged identity management (PIM). Drive automation and process improvement initiatives to significantly enhance IAM operational efficiency.

Take the lead in operational support tasks such as system monitoring, user provisioning, access reviews, and in-depth troubleshooting. Implement and maintain up-to-date operational procedures and documentation for identity services, including comprehensive disaster recovery plans. Work in tandem with the IAM engineering team to seamlessly transition new features and services into production, ensuring complete operational readiness. Conduct regular operational reviews and audits to proactively identify and address potential security gaps or inefficiencies. Champion the automation and optimization of operational processes to bolster system reliability and reduce manual effort.

Provide mentorship to junior operations analysts and contribute to the creation of training materials and the dissemination of best practices. The role requires a Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field. Willingness to travel as needed, provide on-call support, work occasional overtime, and adapt to shift work is also necessary.