Job Summary

 

Key Responsibilities

Position Overview

 

Skill Requirements

In-Scope Technologies Category Platforms / Tools Messaging & Email Security Exchange On-Premises, Microsoft 365 Exchange Online, Cisco Email Security Appliance, GFI Fax & SMS Gateway Collaboration & Productivity Microsoft 365 Office Applications, Microsoft Teams, SharePoint Online, SharePoint On-Premises, OneDrive for Business, Copilot, Viva Governance & Security Microsoft Purview, AvePoint Cloud Governance, Entra App Proxy, DLP/retention/external sharing controls where applicable SaaS Collaboration Tools Google Workspace, Slack / Tencent Messaging, Eptura, Dropbox / Box, Notion Automation & Migration Tools Power Platform, Custom Scripts using C# / PowerShell, ShareGate Key Responsibilities 1. Messaging, Exchange & Email Security Administer and support Exchange On-Premises and Exchange Online services, including mailbox, distribution list, shared/resource mailbox, permissions, retention-related requests, and mail-enabled objects. Troubleshoot mail flow, delivery failures, Outlook/OWA connectivity, calendar, free/busy, autodiscover, mobile access, and message trace-related incidents. Support Cisco Email Security Appliance operations including whitelisting/blacklisting, mail flow investigation, spam/quarantine support, and security gateway escalations as per approved process. Support GFI Fax & SMS Gateway operations including user/request support, service monitoring, incident triage, and vendor escalation coordination. Coordinate with security, identity, network, and application teams for email security, authentication, routing, and policy-impacting issues. 2. Microsoft 365 Collaboration Services Provide operational support for Microsoft 365 Office Applications, Exchange Online, SharePoint Online, OneDrive for Business, Teams, Copilot, Viva, and Purview. Support user access, license assignment validation, service health monitoring, service advisories, tenant configuration support, and end-user collaboration issues. Troubleshoot issues related to Teams, OneDrive sync, SharePoint access, M365 application access, Copilot availability/access issues, and Viva module access where applicable. Support Purview-related operational activities such as DLP, retention, audit, and data governance coordination based on GIC-defined policies. Coordinate with Microsoft support for service outages, critical incidents, escalations, and platform advisories. 3. SharePoint On-Premises & SharePoint Online Administer and support SharePoint On-Premises and SharePoint Online sites, site collections, libraries, lists, access requests, and permissions. Troubleshoot site availability, document library, permission inheritance, search, workflow, storage, and performance-related issues. Coordinate backup/restore, patching, vulnerability remediation, maintenance, and infrastructure-level dependencies with respective resolver groups. Support ShareGate activities for migration, reporting, assessment, and operational tasks as per approved change and project processes. Maintain SharePoint SOPs, configuration documentation, runbooks, and operational knowledge articles. 4. SaaS Collaboration & Productivity Platforms Administer and support Google Workspace, Slack/Tencent Messaging, Eptura, Dropbox/Box, and Notion in line with defined operational procedures. Support user provisioning/deprovisioning, group/channel/workspace access, folder/site/page permissions, external sharing controls, and service requests. Troubleshoot collaboration platform access, sync, sharing, authentication, notification, integration, and client-side issues. Coordinate with platform vendors/OEMs for L3 support, service incidents, platform defects, and escalations. Support usage reporting, license utilization, operational governance, and adoption reporting for in-scope collaboration platforms. 5. Power Platform, AvePoint, Entra App Proxy & Automation Administer Power Platform environments, tenant settings, DLP policies, gateways, platform health, usage,

Other Requirements

Required Skills

Preferred Qualifications & Certifications

• Bachelor’s degree in Engineering, Computer Science, Information Systems, or related field.
• Microsoft 365 Administrator, Messaging Administrator, Teams Administrator, SharePoint Administrator, or related Microsoft certification preferred.
• Experience with Exchange hybrid/coexistence, Microsoft Purview, Entra ID/App Proxy, Power Platform administration, and enterprise collaboration governance preferred.
• ITIL Foundation certification preferred.
• Experience working in a global managed services or 24x7 enterprise operations environment.

Good-to-Have Skills

• Experience with migration tools and operational reporting using ShareGate and AvePoint Cloud Governance.
• Experience with service health monitoring, vulnerability coordination, platform patching, and security baseline alignment.
• Experience supporting regulated environments with DLP, retention, audit, and external sharing governance requirements.
• Experience coordinating with Microsoft, Slack, Dropbox/Box, Google, Notion, Eptura, Cisco, and other vendors for escalations and service-impacting incidents.
• Strong documentation, reporting, stakeholder communication, and cross-functional coordination skills.

Key Deliverables / Expected Outcomes

• Stable 24x7 operational support across M365, messaging, collaboration, SaaS, governance, and automation platforms.
• Timely incident resolution, service request fulfillment, escalation, and shift handover.
• Accurate monitoring and reporting for service health, platform availability, ticket trends, usage, licenses, and operational risks.
• Reduced recurring incidents through RCA inputs, known error documentation, automation, and process improvement recommendations.
• Updated SOPs, runbooks, configuration documents, troubleshooting guides, and knowledge articles.
• Effective coordination across security, identity, network, infrastructure, application, and vendor/OEM teams.
• Compliance with change management, access governance, vulnerability remediation, and service continuity requirements.