Infrastructure And Applications Specialist

Serena Hotels is a leading hospitality company operating a collection of luxury hotels, resorts, and safari lodges across East Africa.

The Infrastructure and Applications Specialist, reporting to the Group IT Manager, is responsible for overseeing and enhancing Serena Hotels' Microsoft 365 and Azure cloud platforms. This includes administering user access, ensuring security and compliance, and optimizing cloud services for performance and availability. Additionally, the specialist will manage the full project lifecycle for critical business applications, from identifying needs and selecting solutions to implementation, integration, user adoption, and ongoing improvements. The role also involves providing second-line support, developing user documentation and training, recommending technology-driven process improvements, and generating management reports. Staying updated on cloud technologies, cybersecurity, and industry best practices is also a key aspect of this position.

1. Administer Microsoft 365 users, manage support cases, resolve AD sync issues, and handle licenses, permissions, and security settings in line with access controls.
2. Conduct regular reviews of privileged access, user rights, data protection, platform health, and compliance with ICT policies.
3. Manage, monitor, and optimize Azure infrastructure and central cloud services to ensure availability, performance, security, and business continuity.
4. Provide technical support to regional IT teams and coordinate with Microsoft partners and cloud service providers as needed.
5. Assess Microsoft 365 and Azure capabilities to drive effective adoption and optimization of features for productivity and efficiency.
6. Collaborate with system owners and stakeholders to define business needs, processes, and technical requirements for applications.
7. Research and evaluate suitable solutions, conduct due diligence, and assess integration with existing systems.
8. Prepare project costs, business cases, implementation plans, and management recommendations.
9. Coordinate with vendors and internal stakeholders throughout implementation, testing, deployment, training, and post-implementation support.
10. Conduct post-implementation reviews to confirm business requirements are met and systems are effectively utilized.
11. Administer and optimize business applications, including configuration, upgrades, troubleshooting, integration, performance monitoring, and data integrity.
12. Provide second-line support for cloud services and business applications, escalating issues to vendors when necessary.
13. Develop user guides, system documentation, and training materials, and deliver user and administrator training.
14. Analyze business processes and recommend technology-enabled improvements to increase efficiency, productivity, and service quality.
15. Produce relevant reports and dashboards, identify trends and risks, and provide practical recommendations to management.
16. Maintain current knowledge of cloud technologies, cybersecurity, business applications, and industry best practices.

1. Bachelor’s degree in Information Technology, Computer Science, or a related field.
2. Minimum of three years of experience in implementing and supporting business applications.
3. Advanced working knowledge of Microsoft Azure Infrastructure as a Service (IaaS) and Microsoft 365 administration.
4. Hands-on experience with Sophos firewalls is an advantage.
5. Practical experience in identity and access management, security controls, user and license administration, monitoring, and optimization.
6. Experience in application implementation, systems integration, data management, and vendor coordination.
7. Project management experience or a relevant professional certification is an advantage.