Job Description

Essential Skills Requirements:

Exchange Online Management:
- Administer and support Exchange Online, including mailbox configuration, distribution lists, and mail flow rules.
- Monitor and maintain email services for high availability and reliability.
- Troubleshoot and resolve messaging-related issues.

M365 Implementation:
- Participate in the deployment and migration of on-premises email systems to Exchange Online.
- Collaborate with the IT team to design, plan, and execute M365-related projects.

Security and Compliance:
- Implement and maintain email security measures, including anti-phishing, anti-malware, and data loss prevention (DLP) policies.
- Ensure compliance with industry standards and regulatory requirements.

Collaboration and Integration:
- Work closely with the IT team to integrate messaging solutions with other Microsoft 365 services, such as Teams, SharePoint, and OneDrive.
- Provide technical guidance on best practices for collaboration tools and integrations.

Documentation and Training:
- Create and maintain documentation for configurations, processes, and procedures related to messaging systems.
- Train end-users and IT staff on effective use of messaging services.

Monitoring and Reporting:
- Set up monitoring tools and reports to track system performance proactively.
- Generate reports and provide insights into the health of messaging services.
- Monitor and optimize Microsoft 365 services for performance and reliability.

Advantageous Skills Requirements:
- Experience in troubleshooting infrastructure, network, and integration issues.
- ITIL processes (Incident, Change, and Problem management).
- Excellent written and spoken English skills.
- Good documentation skills.
- Strong communication skills.
- Working knowledge of Microsoft TCP/IP, networking protocols, and internet application connectivity.
- Agile mindset.
- Ability to understand technical dependencies and enterprise setups on a global scale.
- Strong analytical and problem-solving skills.

Qualifications/Experience:
- Minimum 5-7 years of IT experience.
- University degree in a relevant field (e.g., computer science, engineering).
- Microsoft 365 Certification (e.g., MS-100, MS-101, MS-203) is advantageous.
- ITIL Foundation certification.
- Experience with email migration and integration projects.

Role and Responsibilities:
- Manage and steer service provider responsibilities daily.
- Establish and support proactive measures for operations delivery.
- Manage and report on outcomes, issues, and service provider topics.
- Resolve IM (Incident Management) and CIM (Critical Incident Management) tickets.
- Coordinate PM (Problem Management) and CM (Change Management) tasks.
- Prepare and coordinate CAB presentations and product communication updates.
- Assist user departments in drafting system requirement documentation.
- Evaluate service requests and architecture change requests.
- Propose and review system designs, evaluate alternatives, and develop solutions.
- Identify and evaluate new and emerging IT technologies.
- Meet with stakeholders, gather requirements, prioritize backlog, and present proposed IT solutions.
- Enable and support external provider teams to develop and operate IT solutions.
- Support product owner and sub-product owner with software decisions and product roadmap based on changing customer demands and technical features.

Qualifications/Experience:
- IT experience delivering operations support services.
- Strong attention to detail.
- Strong knowledge of email security, compliance, and data protection.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and collaboration abilities.
- Ability to adapt to evolving technologies and industry trends.

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