Technology Operations Specialist - Windows 365 Zero Trust and Zscaler

Who we are

The Technology Operations Specialist – Windows 365 Zero Trust is responsible for supporting the onboarding, migration, and ongoing operational support of users, projects, and applications within a Windows 365 Cloud environment secured by a Zero Trust Network Access (ZTNA) model using Zscaler.

The role focuses on enabling secure access by creating and managing protected projects, guiding project owners through the onboarding process, and collaborating with application owners to ensure applications are correctly configured, maintained, and tested. The successful candidate will work closely with project teams during transition activities and support business-as-usual (BAU) operations through effective communication, reporting, and process adherence.

This position requires strong organizational skills, attention to detail, a customer-focused approach, and the ability to work effectively within a distributed team while following established operational processes and service level agreements.

What you'll be doing

• Support the onboarding of users, applications, and projects into a Windows 365 Cloud environment using a Zero Trust security model.
• Create and manage secure project environments and provide guidance to project owners throughout the onboarding lifecycle.
• Collaborate with Application Owners (ITAOs) to ensure applications are correctly onboarded by following defined checklists, validation procedures, and testing schedules.
• Coordinate application updates, changes, and validation activities to ensure continued compliance with security and operational requirements.
• Serve as a primary point of contact for project owners and application teams, providing ongoing operational support and resolving queries.
• Monitor work against agreed Service Level Agreements (SLAs), proactively identifying risks and escalating issues when required.
• Produce regular operational reports and status updates for management and key stakeholders.
• Maintain accurate operational documentation, procedures, and knowledge articles to support consistent service delivery.
• Work closely with project and operations teams to ensure a smooth transition from implementation into business-as-usual support.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance operational processes and customer experience.

What you'll bring along

• Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.
• Minimum 1-3 years of experience in an IT Operations, Infrastructure Support, or Technical Support role.
• Experience working in enterprise IT environments supporting globally distributed users and teams.
• Good understanding of Windows 365, Windows virtual desktop environments, or similar virtual desktop infrastructure (VDI) technologies.
• Good understanding of networking fundamentals, including secure remote connectivity concepts.
• Familiarity with Zero Trust Network Access (ZTNA) solutions, with experience in Zscaler considered an advantage.
• Working knowledge of Microsoft Azure services is desirable.
• Understanding of ITIL principles, incident, request, and change management processes.
• Experience working with operational procedures, checklists, and SLA-driven support environments.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Excellent organizational, prioritization, and time management skills.
• Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical stakeholders.
• Ability to work independently while collaborating effectively within remote and cross-functional teams.
• Excellent command of both spoken and written English.