AVP - IT Infrastructure Operations

Job Purpose

The Windows Server and AD/O365 Administrator is responsible for the governance, administration, operation, maintenance and continuous improvement of the Company's Windows Server and AD/O365 environment and supporting infrastructure services. The role provides technical leadership in infrastructure planning, lifecycle management, operational resilience, cybersecurity readiness, risk management and technology optimization to ensure secure, highly available and resilient ICT infrastructure that supports the Company's business objectives.

Job Responsibilities

Policy, Procedures & Governance

• Ensure compliance with ICT policies, standards, security guidelines and regulatory requirements including BNM RMiT.
• Participating in Incident, Change, and Problem Management.
• Maintain SOPs, architecture diagrams and technical documentation.
• Lead the development, review and continuous improvement of infrastructure standards, operational procedures and governance practices.
• Ensure infrastructure operations comply with ICT policies, regulatory requirements and enterprise architecture standards.

Windows (Wintel) Server Administration

• Administer Windows Server 2016/2019/2022/2025 environments.
• Perform server provisioning, hardening, patching and vulnerability remediation.
• Troubleshoot operating system and application issues.
• Manage privileged access and administrative security for Windows infrastructure.

Identity & Active Directory Administration

• Administer Microsoft Active Directory Domain Services (AD DS).
• Manage Domain Controllers, DNS, DHCP, Group Policy and Organizational Units (OU).
• Create, modify and disable user, computer and service accounts.
• Perform Active Directory health checks and routine maintenance.
• Monitor Active Directory replication and resolve operational issues.
• Administer Active Directory Certificate Services (AD CS), where applicable.
• Support Active Directory backup and recovery activities.
• Perform Active Directory upgrades and security hardening.
• Review and maintain Active Directory Group Policy Objects (GPO) to ensure compliance with the Company's ICT security standards.

Microsoft Entra ID & Identity Management

• Administer Microsoft Entra ID (Azure AD).
• Support Azure AD Connect synchronization.
• Manage Multi-Factor Authentication (MFA).
• Configure Conditional Access Policies.
• Support Self-Service Password Reset (SSPR).
• Administer Role-Based Access Control (RBAC).
• Support identity lifecycle management.

Microsoft 365 & Email Administration

• Administer Microsoft 365 tenant services.
• Administer Exchange Online mailboxes.
• Manage distribution groups, shared mailboxes and resource mailboxes.
• Administer Microsoft Teams, OneDrive and SharePoint Online services.
• Troubleshoot Outlook, Exchange Online and Microsoft 365 issues.
• Monitor Microsoft 365 service health.
• Support email migration and Microsoft 365 enhancements.
• Administer Microsoft 365 security and compliance features assigned to the ICT Operations team.

Microsoft Licensing & Procurement Support

• Monitor Microsoft license utilization and subscription status.
• Maintain Microsoft licensing inventory and records.
• Prepare license requirement analysis based on business requests.
• Obtain quotations and coordinate renewals for Microsoft software licenses, subscriptions, and support agreements, including, but not limited to:
• Microsoft 365 subscriptions
• Windows Server licenses
• Windows Server CALs
• Remote Desktop Services (RDS) CALs
• Microsoft Entra ID licenses
• Assist in evaluating quotations and preparing procurement documentation.
• Coordinate Microsoft license renewals with Procurement and vendors.
• Verify license entitlement before software deployment.
• Monitor Microsoft license expirations and proactively initiate renewal activities to ensure uninterrupted software licensing and support.

Security, Monitoring & Incident Management

• Monitor Active Directory and Microsoft 365 services.
• Troubleshoot identity and email-related incidents.
• Perform root cause analysis for recurring issues.
• Coordinate remediation activities with Infrastructure, Information Security and application owners to ensure timely closure of security findings:
• Penetration Testing
• Vulnerability Assessment
• Security Review
• Track remediation progress and update relevant stakeholders.
• Participate in cybersecurity exercises, ransomware recovery drills and cyber resilience activities.
• Implement security hardening recommendations issued by the Information Security team.
• Monitor Active Directory, Microsoft Entra ID and Microsoft 365 security alerts, authentication activities and privileged access events, and coordinate investigation and remediation where required.

Audit & Compliance

• Prepare technical evidence and artefacts for audit and information security reviews.
• Support audit walkthroughs and technical discussions.
• Assist in resolving audit findings within agreed timelines.
• Maintain documentation required for audit and compliance purposes.
• Ensure Microsoft licensing records and Active Directory documentation remain up to date.
• Coordinate and monitor the closure of audit findings relating to Active Directory, Microsoft 365 and identity management within agreed timelines.
• Prepare technical evidence, artefacts and system reports for Internal Audit, External Audit, Regulatory Audit and Information Security assessments.

DR & Business Continuity

• Participate in Disaster Recovery exercises and recovery operations.
• Support Disaster Recovery planning, testing and operational readiness.

Monitoring, Incident & Vendor Management

• Monitor infrastructure using enterprise monitoring tools.
• Perform root cause analysis and resolve infrastructure incidents.
• Coordinate and implement infrastructure remediation activities arising from penetration tests, vulnerability assessments and security reviews within agreed remediation timelines.
• Track remediation progress, validate closure of infrastructure-related security findings and provide status updates to Management and Information Security.
• Coordinate with vendors and internal stakeholders.
• Prepare operational reports and documentation.
• Prepare monthly infrastructure operational reports, service availability, capacity utilization, incident trends and project updates for the ICT Monthly Operations Meeting.
• Analyze operational metrics and recommend corrective and preventive actions arising from monthly operational reviews.
• Manage vendor performance against contractual SLAs and KPIs through regular service review meetings and operational governance.
• Participate in technical evaluations, procurement and contract renewals.
• Review technical proposals and infrastructure solution designs.
• Ensure infrastructure support services are delivered in accordance with agreed Service Level Agreements (SLA) and targeted GSSU customer satisfaction levels.

Continuous Improvement

• Recommend infrastructure improvements and automation using PowerShell where appropriate.
• Keep technical knowledge current through training and certifications.
• Develop infrastructure automation initiatives to improve operational efficiency and service reliability.
• Evaluate emerging infrastructure technologies and recommend strategic improvements aligned with business objectives.
• Promote technical knowledge sharing and mentoring across the infrastructure team.

Job Requirements

• The candidate must possess at least a bachelor's degree in computer science, IT or equivalent.
• Average working experience of around 2 - 10 years in the IT industry, combinations of system administration and engineering roles, especially in Windows, Active Directory, Azure and Office 365.
• Any certifications in Windows, VMware, Cloud, IT Security, ITIL.
• At least 2 (two) years as a System Administrator, System Engineer, or Subject Matter Expert relevant to the position applied for
• Experience in Enterprise IT infrastructure and system environments, especially in the Banking/Insurance/Takaful sector is an added advantage.
• Knowledge of BNM RMIT guidelines is an added advantage.
• Excellent knowledge of system administration roles and Virtualization technologies (VMware, HyperV, Citrix Xen App/Desktop)
• Experience in Windows Server, Active Directory and Office 365 environments.
• Excellent knowledge of ITIL Framework such as Incident, Change and Problem management
• Experience with security concepts and technologies (authentication, authorization, encryption, digital signature), SSL, web service proxies, firewalls, multi-protocol gateways and VPN.