Lead IT Service Management (ITSM) Engineer – Microsoft Cloud

Job Overview:
Responsible for designing, managing, and continuously improving IT Service Management (ITSM) operations across a hybrid environment, with strong focus on Microsoft Cloud technologies, automation, reporting, and governance.

Duties and Responsibilities:
Own Incident, Request, Problem, and Change Management processes; Design and manage ITSM workflows (ticketing, escalation, SLA tracking); Maintain CMDB-lite and service documentation; Ensure service availability and operational stability; Manage Microsoft 365 environment (Exchange, Teams, SharePoint); Build and maintain Power Platform solutions; Administer Azure AD (Entra ID), access control, identity management; Design and manage IT dashboards; Track KPIs (MTTR, SLA compliance, uptime); Deliver weekly/monthly reports; Provide L2/L3 escalation support for Kwale engineers; Coordinate vendor/OEM escalation; Conduct root cause analysis for major incidents; Ensure compliance with ITSM processes; Support audits and documentation; Drive continuous improvement.

Required Qualifications:
5–8+ years in IT infrastructure / ITSM roles; Strong understanding of ITIL principles; Experience in managed services or enterprise IT environments; Microsoft 365 administration; Strong hands-on with Power Automate, Power BI, Power Apps, Azure AD / Entra ID, SharePoint Online; Basic networking (LAN/WAN, VPN, firewalls); Server environments (Windows Server, virtualization); Endpoint management (Intune preferred); ITSM tools (Service Desk / Ticketing systems); Monitoring tools (network/server monitoring).

Educational Background:
Not specified

Experience:
8 years

Languages:
Not specified

Additional Notes:
Nice to Have: Azure experience; Power Platform certifications; Experience in oil & gas / field environments; Project coordination experience.