IDB3409 - Collaboration Operations Specialist

To implement IsDB collaboration solutions and platforms on-premise and on the cloud according to the relevant IT policies, processes standards, and guidelines and operate them in line with the agreed SLAs and KPIs through the end-to-end operations lifecycle including designing, deploying, administering, operating, monitoring, and supporting to meet the requirements of internal and external business stakeholders, ensuring availability, performance, security that enables internal and external business stakeholders to securely communicate and work together to achieve common objectives.

Collaboration solutions and platforms include corporate email messaging, calendar, instant messaging, social networking, audio and video conferencing, telephony, content sharing, document management, task management, file storage, and presence awareness along with complementary security features and capabilities

• Design and implement the overall landscape for collaboration solutions and platforms on-premise and in cloud based on industry standards and best practices including deployment, administering, operating, monitoring, and supporting to support the operational business needs and meet availability, performance, and security requirements with target SLAs and KPIs.

• Ensure appropriate tools, solutions, processes and procedures and other mechanisms are developed, maintained and implemented to achieve performance targets, security controls, service levels and operational continuity.

• Support the selection, coordination, partnering and consultation with collaboration solution vendors to ensure appropriate third parties are selected for the implementation, enhancement, operations, and support of collaboration solutions.

• Supervise third parties delivering collaboration solution operations and monitoring services to ensure compliance to SLA’s, process adherence and innovation to achieve operational objectives for availability, performance and security according to agreed service levels.

• Supervise the implementation and integration of collaboration components aligned with enterprise architecture and solution architecture.

• Ensure the development, implementation, maintenance and review of appropriate security roles and profiles to manage and access the collaboration platforms and coordinate with relevant teams to ensure support for access issues.

• Manage the transition from collaboration solution design and deployment to the operations and ensure a smooth handover from the implementation phase to the operations and support phases.

• Establish controls to ensure that changes to collaboration platforms follows the change management processes to minimize the risk of disruption to the production environments and ensure operational continuity.

• Develop and manage the quality assurance plans related to the collaboration platforms to ensure adherence to standards and best practices.

• Analyze collaboration platforms performance and develop solutions with action plans to enhance and tune performance to meet SLAs and KPIs.

• Coordinate with relevant teams to plan, design, implement and test the operational resiliency and disaster recovery configuration for collaboration solutions to ensure that IsDB maintains the ability to maintain business operations in the event of a crisis or major incident.

• Develop backup and recovery strategies aligned with IT policy and ensure compliance for operations and testing of backups for collaboration solutions in order to protect IsDB data and provide assurance of recoverability from major incidents.

• Supervise the monitoring and troubleshooting of incidents related to the IsDB collaboration platforms to meet incident resolution targets within agreed upon SLAs.

• Coordinate with relevant teams to ensure that information security policies, processes, standards and guidelines are implemented and maintained for collaboration platforms to ensure and appropriate risk mitigation controls are in place are in accordance to IsDB requirements.

• Support the end-to-end procurement of collaboration platforms and services to ensure the best value for IsDB.

• Update and maintain the recommended procedures, work methods and standards for collaboration solution operations such as back-up, security, monitoring, patching, release and deployment, and change for collaboration solutions to minimize risk of service disruption and achieve availability, performance and security targets for collaboration solutions.

• Develop and deliver communication and awareness campaigns through using different channels and methods to disseminate knowledge and encourage adoption for the efficient and effective usage of collaboration solutions that enable internal and external stakeholders to work together in achieving common objectives.

• Support or lead communication with senior management, business stakeholders and department management through presentations and reports on plans, performance, SLAs, KPIs and incidents related to collaboration platforms operations and adoption.

• Bachelor’s degree in computer science, engineering, information technology or similar field.

• 5+ years of experience in managing collaboration solutions and platforms based on Microsoft 365

• Strong knowledge and experience in end-to-end collaboration platform and solution implementation and operations.

• Strong knowledge and experience in IT service management including incident, problem, change, configuration, and availability management.

• Strong knowledge and experience in designing and implementing security roles and profiles for collaboration solutions.

• Strong experience in implementing security controls according to industry standards for collaboration platforms and solutions.

• Knowledge and experience in implementing operational resiliency for collaboration platforms and solutions.

• Experience in managing and coordinating with third-party solution and service providers.

• English - Required

• Arabic - Preferred

• French - Preferred