Collaboration Operations Specialist

ABOUT THE ROLE
This position focuses on implementing collaboration solutions and platforms both on-premise and in the cloud, following IT policies, processes, standards, and guidelines. The goal is to operate these systems in line with agreed SLAs and KPIs through the entire operations lifecycle, which includes designing, deploying, administering, operating, monitoring, and supporting them. This role ensures that internal and external business stakeholders can securely communicate and collaborate to achieve common objectives. The collaboration solutions encompass corporate email, calendar, instant messaging, social networking, audio and video conferencing, telephony, content sharing, document management, task management, file storage, and presence awareness, alongside necessary security features and capabilities.

KEY ACCOUNTABILITIES

• Design and implement an overall landscape for collaboration solutions and platforms, both on-premise and in the cloud, adhering to industry standards and best practices.

• Ensure the development, maintenance, and implementation of tools, processes, and mechanisms that achieve performance targets, security controls, service levels, and operational continuity.

• Support vendor selection and coordination for the implementation, enhancement, operation, and support of collaboration solutions.

• Supervise compliance of third parties providing collaboration solution operations and monitoring services to achieve operational objectives.

• Oversee the integration of collaboration components with enterprise architecture and solution architecture.

• Manage security roles and profiles to facilitate access to collaboration platforms, collaborating with relevant teams to support access issues.

• Ensure a smooth handover from the design and deployment phase to operations and support.

• Establish controls for changes to collaboration platforms following change management processes to maintain production environments.

• Develop and manage quality assurance plans for adherence to standards and best practices.

• Analyze performance of collaboration platforms and create action plans for enhancement to meet SLAs and KPIs.

• Coordinate operational resiliency and disaster recovery configurations to ensure business continuity during crises.

• Develop backup and recovery strategies compliant with IT policy for protection and assurance of data.

• Supervise incident monitoring and troubleshooting to meet resolution targets within established SLAs.

• Ensure implementation of information security policies for collaboration platforms to minimize risks.

• Oversee procurement processes for collaboration platforms and services for optimal value.

• Update and maintain procedures for collaboration solution operations, ensuring minimal risk of service disruption.

• Develop and deliver communication and awareness initiatives to promote efficient use of collaboration solutions.

• Communicate with senior management and stakeholders regarding plans, performance, SLAs, KPIs, and incidents related to collaboration platform operations.

ACADEMIC AND PROFESSIONAL QUALIFICATIONS

• Master’s degree in computer science, engineering, information technology, or a related field.
• Minimum 5 years of experience in managing collaboration solutions and platforms based on Microsoft 365.
• Language requirements:
  • English: Mandatory
  • Arabic: Preferred
  • French: Preferred

SKILLS & NECESSARY KNOWLEDGE

• Strong knowledge and experience with end-to-end collaboration platform implementation and operations.
• Expertise in IT service management, including incident, problem, change, configuration, and availability management.
• Proficiency in designing and implementing security roles and profiles for collaboration solutions.
• Experience in implementing security controls based on industry standards for collaboration platforms.
• Knowledge in operational resiliency for collaboration solutions.
• Experience managing coordination with third-party solution and service providers.