Microsoft 365 - Exchange Online

Job Description:

Proactive in direct client communication and capable of managing customers effectively with an onsite presence.

Manage Microsoft 365 environment at L2, L3, L4 level and must know exchange servers and their roles

Working Experience in the mail flow in detail for Exchange/O365 hybrid environment

Working Experience of different types of connectors available in exchange/ Microsoft 365

Working Experience of M365 mail filtering/hygiene solution, Microsoft Exchange Edge server and Active Directory

Good understanding of SSO with M365, including ADFS

Sound knowledge of email clients like Microsoft Outlook, MS Teams and OWA

Good knowledge of Mail Archiving solution, troubleshooting and configuration of Anti-spam, SPF, DMARC, DKIM, Address client connectivity,

Address service availability issues within the organizational span of control

Manage services using the supplier and the client-implemented ITIL processes and practices

To adhere to quality standards, regulatory requirements, and company policies

To provide support for on-call escalations and do incident & problem management

To independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team

To ensure a positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Work on value-adding activities such as knowledge base update & management, Training s, coaching analysts & conducting interviews/participation in hiring drives

To participate in or contribute to the business in the creation of proposals to drive Service improvement plans

Knowledge/Experience of MS Teams, SharePoint, and eDiscovery as an Admin is a plus

Knowledge/Experience of MS Purview and MS Security Portal as an Admin is a plus

Minimum job requirements

• Overall experience: 8-10 years; 4 to 5 years managing a large-scale M365 hybrid environment
• A Master’s degree and Microsoft Certification are a plus
• Previous Microsoft 365 administration and troubleshooting experience is required
• Familiarity with some of the following areas: Azure, Microsoft Hyper-V, Microsoft Exchange Edge server administration, TCP/IP (OS, firewall configuration)
• Ability to quickly learn, understand, and explain technical information
• Ability and desire to take ownership of client issues through resolution
• Excellent time management skills
• Ability to work in a fast-paced environment