Senior IT Operations Engineer  

Purpose:

Experienced engineer handling the complex and cross-cutting work in managed workplace and Microsoft 365 services for the ITVT Group. Acts as escalation point for the delivery team and brings depth in endpoint management, identity and Microsoft 365, as well as in applying AI tooling to service delivery. 

Key Responsibilities:

Escalation & complex case handling 

• Escalation level for endpoint, identity and tenant topics; leads analysis of major incidents and recurring problems. 
• Handles configuration changes and troubleshooting beyond standard runbooks; manages vendor and manufacturer support cases. 
• Contributes to service standards, baselines and approval paths rather than only consuming them. 

Platform operations & automation 

• Maintains and improves endpoint management, identity and access, and Microsoft 365 tenant configuration across managed environments. 
• Automates recurring manual work (PowerShell, Power Automate, Graph), particularly joiner/leaver and service reporting tasks. 
• Contributes to patch and vulnerability management and to audit evidence for ISO 27001/27701 from the processes delivered. 

AI in service delivery 

• Applies Microsoft 365 Copilot, GitHub Copilot and agent-based tooling to operational work; assesses where AI genuinely reduces effort and where it does not. 
• Supports the build-out and maintenance of support agents and AI-assisted knowledge content, including quality review of generated output. 
• Works within AI usage, data classification and data protection requirements, and flags risks where tooling conflicts with them. 
• Acts as practical point of reference for colleagues and customer contacts adopting AI tooling. 

Knowledge transfer & documentation 

• Builds and maintains runbooks and knowledge base content for the areas delivered; reduces single points of knowledge in the team. 
• Runs shadowing and handover sessions with colleagues across locations. 

Qualifications

• 5–8+ years in IT operations or managed service delivery with demonstrable responsibility for complex environments. 
• Deep endpoint management and identity expertise, including conditional access and privileged access concepts. 
• Strong Microsoft 365 administration, including Exchange Online. 
• PowerShell to a working automation standard; Graph API an advantage. 
• ITIL-based incident, problem and change practice in an SLA-bound service. 
• Hands-on experience with AI assistants and agents in an enterprise context, including prompt design and a critical view of output quality. 
• Experience working across multiple countries and time zones. 
• Fluent English essential; German strongly preferred.