Role Overview
The Microsoft 365 End User Operations & OEM Specialist is a
critical, highly specialized role responsible for the design, deployment,
optimization, and daily operation of all end-user services within the
Microsoft ecosystem. This individual acts as the primary technical liaison
for Microsoft OEM servicesensuring the company leverages its M365
investment to the fullest, focusing on robust device management, identity
security, and an excellent end-user experience across all platforms.
Key Responsibilities:
End-User Operations & Management (EUC)
- Device
Lifecycle Management: Design, implement, and manage the full lifecycle
of all endpoints (Windows, macOS, iOS, Android) using Microsoft Intune
(Endpoint Manager) and Windows Autopilot for modern
provisioning. - Identity and
Access: Administer and secure user identities, authentication, and
authorization within Microsoft Entra ID (Azure AD), including
implementing and enforcing Conditional Access, MFA, and Single Sign-On
(SSO). - Core M365
Services: Provide Tier 3 escalation support and advanced
administration for core Microsoft 365 workloads like Exchange Online,
Teams, SharePoint Online, and OneDrive for Business. - Manage,
operate, and monitor all M365 services Exchange Online, Teams,
SharePoint, OneDrive, Intune, and Azure AD - Perform user
and license management, mailbox provisioning, group policy configuration,
and permissions. - Handle
incidents, service requests, and escalations related to M365 services
across L0L3. - Manage M365
endpoint configurations and enforce security compliance through Intune and
Conditional Access. - Conduct
regular patch and update management in coordination with Microsoft OEM
teams. - Maintain
health, availability, and capacity metrics using M365 admin and security
dashboards - Automation: Develop and
maintain PowerShell scripts and use Microsoft Graph API for
bulk operations, reporting, and automating routine End User Management
tasks (e.g., license allocation, user provisioning/de-provisioning, device
cleanup).
OEM and Technical Leadership
- Microsoft
Roadmap Integration: Act as the Subject Matter Expert (SME),
staying current with the Microsoft 365 roadmap, new features, and
deprecated services to strategically plan upgrades and feature adoption. - License and
Cost Optimization: Work with vendor partners and the finance team
to manage M365 licensing, ensuring compliance and optimizing consumption
to reduce costs. - Service
Health: Proactively monitor the Microsoft 365 Service Health Dashboard
and address alerts, performing root cause analysis (RCA) and coordinating
incident resolution. - Security &
Compliance: Configure and maintain endpoint security and compliance policies
via Microsoft Defender for Endpoint and Microsoft Purview
features, ensuring all end-user devices adhere to organizational
standards.
Required Experience & Qualifications
- Deep practical
knowledge of Microsoft Intune/Endpoint Manager for mobile device
management (MDM) and mobile application management (MAM). - Expertise in Microsoft
Entra ID (Azure AD), particularly synchronization (Azure AD Connect),
Conditional Access, and Identity Governance. - Strong
scripting skills, primarily PowerShell, for automation and
administration of Microsoft technologies. - Proven ability
to work independently, manage multiple priorities, and lead technical
projects from planning through deployment.
Key Skills & Certifications
The unique nature of this role requires a blend of endpoint
administration, identity management, and operational expertise directly
from the Microsoft cloud platform
- Endpoint Management : Microsoft Intune (MDM/MAM), Windows Autopilot, Group Policy
Objects (GPO) and Intune migration/co-management, Microsoft Defender for
Endpoint. - Identity & Access:Microsoft Entra ID (Azure
AD), Conditional Access, Multi-Factor Authentication (MFA), Azure AD
Connect, SSO/Federation. - M365 Operations:Advanced administration of
Exchange Online, Microsoft Teams, SharePoint Online/OneDrive, Microsoft
365 Admin Center. - Automation:PowerShell scripting (advanced),
familiarity with Microsoft Graph API and Logic Apps/Power Automate. - Operational: Strong troubleshooting (L3/L4), ITIL
framework knowledge (Incident, Problem, Change Management), technical
documentation.
Recommended Microsoft Certifications
These certifications directly validate the skills required for the role,
particularly in Microsoft's proprietary technologies.
- Microsoft 365 Certified: Endpoint Administrator
Associate (MD-102) Focuses on
deploying, configuring, and managing endpoints and client applications
using Microsoft Intune and Configuration Manager. - Microsoft Certified: Identity and Access
Administrator Associate (SC-300): Focuses on designing, implementing, and
operating an organization's identity and access management systems using
Microsoft Entra ID. - Microsoft 365 Certified: Administrator Expert
(MS-102): A high-level certification requiring a prerequisite Associate
cert, validating expertise in planning, implementing, and managing an
entire M365 tenant. - Microsoft 365 Certified: Security Administrator
Associate (SC-200):Focuses on using Microsoft Defender, Sentinel, and
Purview to secure the M365 environment, including endpoints and data.
NOC Management Requirements
- 24x7
operational coverage under a structured L0L3 model. - End-to-end
service monitoring using Microsoft Admin Center, Defender Portal, and
Service Health Dashboard. - SLA-driven
operations for incident resolution, change management, and problem
management. - Ticketing
system integration (ServiceNow / Remedy / BMC) for workflow automation. - Real-time
service alerts, health checks, and trend analysis dashboards for proactive
monitoring. - Periodic patch
compliance and upgrade validation in coordination with OEM teams. - Maintain
operational KPIs (incident response time, MTTR, system availability, OEM
SLA adherence). - Participate in
business continuity and disaster recovery (BC/DR) drills for M365
workloads. - Contribute to
automation and orchestration initiatives (e.g., Power Automate, Logic
Apps, or APIs).
