Microsoft & Cloud
Microsoft 365, Exchange Online, Teams, SharePoint, Intune, Entra ID, Azure AD, Active Directory, Windows Server, Autopilot and Conditional Access.
TECHNICAL OPERATIONS • MAJOR INCIDENT MANAGEMENT • MICROSOFT 365
Technical Operations Lead
Major Incident Management | Microsoft 365 & Infrastructure
Senior escalation point for complex technical environments, combining operational leadership with hands-on expertise across Microsoft 365, Entra ID, Intune, Windows Server, VMware, Hyper-V, networking and security platforms.
Technical Operations • Major Incidents • Senior Escalations • Microsoft 365
About
Technical operations leadership with hands-on infrastructure expertise.
Technical Operations Lead with 9+ years' experience delivering enterprise support, infrastructure and Microsoft 365 services across managed service environments. I lead out-of-hours technical operations, major incidents and service escalations within high-pressure 24x7 environments.
I combine hands-on expertise across Microsoft 365, Exchange Online, Entra ID, Intune, Windows Server, virtualisation, networking, firewalls and backup platforms with stakeholder engagement, mentoring and operational leadership.
This site provides additional insight into my technical expertise, operational leadership experience and career progression across managed service environments.
Technical expertise
Hands-on technical capability behind the operations lead title.
A concise view of the technologies and operational disciplines that support my current Technical Operations Lead positioning.
Infrastructure & Tooling
VMware ESXi, Hyper-V, SCCM, ServiceNow, Datto RMM, Acronis, Veeam, endpoint patching and infrastructure support.
Networking & Security
SonicWall, pfSense, Cisco Meraki, UniFi, DNS, DHCP, VPNs, firewall management and network troubleshooting.
Service Operations
Major incident management, P1/P2 ownership, RCA support, escalation control, operational reporting, stakeholder updates and team mentoring.
Technical OperationsMajor Incident ManagementSenior Technical EscalationMicrosoft 365Exchange OnlineEntra IDIntuneWindows ServerVMwareHyper-VSCCMServiceNowDatto RMMSonicWallCisco MerakiDNSDHCPVPNsRCAChange Management
Certifications
Microsoft Certified Professional (MCP)
Microsoft Technology Associate (MTA)
Cisco Meraki ECMS1
Experience
Expanded CV experience.
This section provides additional detail on responsibilities, technical expertise and operational experience beyond the two-page CV.
Focus Group - Out of Hours Shift Lead
Lead 24x7 technical operations across multiple customer environments, maintaining service stability and escalation control. Provide senior technical escalation support across Microsoft 365, Exchange Online, Entra ID, Intune, Windows Server, VMware, Hyper-V, networking and security platforms.
- Lead P1/P2 incidents through to resolution, coordinating engineers, third parties and stakeholders.
- Provide business-focused updates during critical incidents and support post-incident RCA and preventative improvements.
- Produce operational reporting to highlight service risks, incident trends and improvement opportunities.
Focus Group - Out of Hours Technical Support Engineer
Delivered advanced support across Microsoft 365, Windows Server, virtualisation and networking environments within SLA-driven managed service models.
- Improved ServiceNow workflow quality, escalation accuracy and ticket visibility.
- Used Datto RMM for remote support and endpoint patching.
- Supported Microsoft 365 migrations, endpoint management, identity administration and infrastructure troubleshooting.
Focus Group - 2nd Line IT Support Engineer
Managed ticket queues across desktop, server and cloud services while supporting Microsoft 365, Active Directory and SharePoint environments.
5G Communications Ltd - Technical Support Engineer
Supported Exchange Server to Microsoft 365 hybrid migrations, NEC VoIP environments, and Acronis and Veeam backup solutions.
Self-Employed - Information Technology Engineer
Delivered Microsoft 365, Entra ID and Intune administration for SME clients, including Autopilot deployments, compliance policies and endpoint security baselines.
Infinity System Solutions - IT Support Technician
Supported Windows Server, Hyper-V and SME infrastructure environments, including Exchange to Microsoft 365 migration support.
Portfolio evidence
Where the website expands beyond the CV.
Short evidence areas that explain the technical and operational experience behind the two-page CV.
Major incidents & escalations
Experience leading incident bridges, coordinating engineers and suppliers, maintaining stakeholder updates and supporting service restoration.
Microsoft 365 & endpoints
Hands-on work across Microsoft 365, Exchange Online, Entra ID, Intune, endpoint management, identity administration and migration support.
Infrastructure & networking
Support across Windows Server, VMware, Hyper-V, firewalls, VPNs, DNS, DHCP, backup platforms and multi-customer troubleshooting.
Recruiter-ready CV
Download my latest CV covering technical operations leadership, major incident management, Microsoft 365 and infrastructure expertise.
Role fit
Roles I am targeting.
Best aligned to private-sector technical operations, service operations, major incident and Microsoft 365 / infrastructure leadership roles.
Technical Operations Lead
Major Incident Manager
Escalation Manager
Service Operations Lead
Microsoft 365 Lead
IT Operations Manager
Contact
Interested in a conversation?
If the role needs technical ownership, major incident leadership, Microsoft 365 expertise and calm escalation handling, I would be happy to talk. You can contact me by email or on 07490 364449.