Role Summary:
Experienced Microsoft 365 professional responsible for managing, supporting, and optimizing core M365 services in a managed services environment. Acts as an L3 SME, ensuring service stability, security, SLA compliance, and continuous improvement across multiple client tenants.
Key Responsibilities:
- Provide L3 support for Microsoft 365 services (Exchange Online, Teams, OneDrive, Entra ID).
- Administer Exchange OnPrem and Exchange Online (Mail flow, Connectors, Security policies, Email Restorations).
- Manage Teams policies, collaboration settings, and basic voice integrations.
- Implement and support identity solutions (MFA, Conditional Access, Azure AD Connect).
- Configure and monitor security & compliance (Defender for O365, DLP, retention).
- Support migrations (Exchange Hybrid, tenant-to-tenant).
- Automate repetitive tasks using PowerShell and generate operational reports.
- Maintain SOPs, runbooks, and knowledge documentation.
- Manage incidents, service requests, and changes in line with ITIL processes.
- Troubleshoot complex issues, perform RCA, and drive permanent fixes.
- Engage with clients and participate in service review meetings (WBR/MBR).
- ITIL-based service delivery (Incident, Problem, Change Management)
- Experience with ticketing tools (e.g., BMC Helix)
- SLA/KPI-driven operations and customer handling
Strong Expertise in:
- Exchange Online and Exchange OnPrem
- Microsoft Teams Administration
- Entra ID (Azure AD)
- Experience in hybrid environments (Exchange Hybrid, identity sync)
- Knowledge of mail flow, SMTP, DNS, authentication protocols
- Hands-on with Microsoft 365 Security & Compliance
- Advanced PowerShell scripting
Certifications (Preferred)
Microsoft 365 Enterprise Administrator Expert
Microsoft Messaging / Identity certifications
Key Skills
Strong troubleshooting & analytical ability
Excellent communication and client handling
Ability to work in 24x7 support/on-call model
