Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with Scale @ Speed as our guiding principle.
JOB ROLE: Teams Administrator
Experience: 3 to 7 years
1. Role Summary
The Teams Administrator is responsible for end-to-end service delivery and operational ownership for Exchange Online Engineers within the EUC tower. The role ensures stability, SLA adherence, security/compliance alignment, and continuous improvement through standardization and automation.
2. Band Expectations
- Handles BAU independently; executes standard changes; contributes to automation and improvements.
- Decisions within standards; escalates design changes.
3. Scope of Responsibilities
- BAU operations: incident/request handling, service restoration and fulfilment.
- Planned maintenance: configuration control, changes, upgrades, and lifecycle activities.
- Process adherence: incident/problem/change/release and audit evidence.
- Reporting: service health, SLA/KPI dashboards, backlog and action tracking.
- Continuous improvement: automation, standardization, knowledge management and cost optimization (as applicable).
4. Key Responsibilities (Detailed)
- Administer Exchange Online and mail flow: transport rules, connectors, and troubleshooting.
- Manage identities/access for messaging: Entra ID roles, RBAC, and (if applicable) hybrid identity dependencies.
- Manage mailbox lifecycle and groups; enforce security/compliance configurations (retention, audit logging, eDiscovery support).
- Maintain email security posture: SPF/DKIM/DMARC, anti-phishing policies, and safe links/attachments where applicable.
- Execute changes under ITIL; maintain SOPs/KB; produce RCAs for major incidents.
5. ITIL / Governance Responsibilities
- Incident: triage, escalation, communications and SLA adherence.
- Problem: trend analysis, RCA/PIR, corrective and preventive actions.
- Change/Release: risk assessment, approvals, implementation/backout plans and post-implementation review.
- Configuration: documentation updates and verification.
- Security/Compliance: access governance, policy compliance and evidence preparation.
6. Required Skills
- Exchange Online admin
- Entra ID basics
- Exchange PowerShell
- Email security (SPF/DKIM/DMARC)
- ITIL processes
7. Key Deliverables
- Configuration documentation
- Service reports/KPIs
- Change evidence
- RCA/KB articles
8. KPIs / Success Measures
- Service availability
- MTTR
- Change success rate
- Ticket SLA compliance
9. Key Stakeholders / Interfaces
- Service Desk / EUC Operations
- M365/EUC platform owners and engineers
- Security & Compliance teams
- Network teams (for Teams connectivity/voice)
- Business stakeholders and governance forums
10. Shift / On-call Model
As per roster, may require on-call participation, major incident bridges and planned maintenance window support.
11. Qualifications & Preferred Certifications
- Bachelor's degree in IT/Engineering or equivalent experience.
- Microsoft certifications relevant to the role (Power Platform/M365/Teams/Exchange) preferred.
- ITIL Foundation (preferred).
