Job Title:

Senior Support Engineer - Microsoft 365 & Messaging (Day 2 IT Operations)

Job Overview: We are looking for a highly skilled Senior Support Engineer to provide expert technical support and operational management for Microsoft 365 and Messaging/Collaboration services, covering cloud, on-premises, and SaaS-based environments. The engineer will be responsible for ensuring service availability, reliability, and performance in a 24x7 operational environment, adhering strictly to industry-standard ITIL processes.

Key Responsibilities:

Deliver advanced technical support for: Microsoft 365 Suite: Exchange Online, Teams, SharePoint, OneDrive

Security & Compliance: Microsoft Defender for M365, Compliance Center, DLP, Conditional Access (CA) policies

Collaboration/Messaging: Exchange Hybrid environments, Email Gateway, SMTP Routing

Email security protocols (DKIM, DMARC, SPF)

Anti-spam and Anti-phishing tools

Manage and troubleshoot incidents, problems, and complex service requests as part of day-to-day IT operations in cloud, on-premises, and SaaS environments.

Act as escalation point for L1/L2 support teams, providing guidance and root cause analysis.

Ensure proactive monitoring, availability, and capacity planning for Microsoft 365 and messaging infrastructure.

Execute routine tasks such as patch management, backup verifications, health checks, and security audits.

Document operational processes, incident reports, and maintain knowledge base articles.

Liaise with vendors (e.g., Microsoft Support) for troubleshooting and incident resolution.

Optional/Good to Have: Experience in Directory & Authentication:

• Active Directory (AD), AD Federation Services (ADFS), Microsoft Entra ID (Azure AD)

• LDAP, DNS, PKI Infrastructure

• Federation protocols (SAML, OAuth), Azure MFA

• Identity lifecycle management and security

Cross-Technology Support Clause: Depending on operational requirements, the candidate must be flexible and willing to support other related or emerging technologies as necessary, ensuring smooth and continuous operations.

Requirements:

• Minimum 5+ years of relevant IT operations/support experience, with strong expertise in Microsoft 365 and Messaging services across cloud, on-premises, and SaaS models.

• Proven experience working within an ITIL-based operational environment; ITIL Foundation certification preferred.

• Ability to work effectively in a 24x7 shift-based or on-call support model.

• Strong analytical, problem-solving, and stakeholder communication skills.

Preferred Certifications:

• ITIL Foundation Certification

• Microsoft certifications (e.g., MS-102, MS-203, SC-300)

Skills:

• Microsoft 365 Administration and Security

• Exchange Online and Hybrid Management

• Messaging Security and Compliance

• ITIL Service Management Practices

Working Hours:

• Flexibility to participate in 24x7 support rotations, including shifts or on-call duties, as per organizational requirements.