Messaging Services Specialist

Job Summary

We are currently seeking a Messaging Services Specialist to join our team in Bangalore, Karnataka, India.

Responsibilities

• Messaging Services Specialist applies a wide application of theories, concepts, and principles in identifying customer needs and managing and supporting systems.
• Provide steady state support to the email and collaboration infrastructure, handling on-call support responsibilities, handling escalations, critical issues, upgrade and maintenance activities.
• Expert on M365 services-Exchange Online, security and compliance within the M365 ecosystem.
• A customer-centric approach with a focus on delivering high-quality support.
• Strong verbal and written communication skills, with the ability to explain technical concepts to end users.
• Understanding their requirements and creating a positive client experience throughout the total client journey.
• Flexible working in shifts supporting 24X7 or US Business hours steady state operations.
• Individuals understand their own area and can perform all facets of their role. Good analytical, excellent communication and problem-solving skills - Energetic, self-motivated and self-sufficient in accomplishing tasks.
• Works on abstract and complex problems requiring evaluation of intangible variables.
• Integrates trends, data and information into plans, deliverables and recommendations.
• Provides advanced technical support within area of expertise to clients on complex integration issues and escalation.
• Participates in troubleshooting and resolution of client problems using integrated data processing and communication solutions.
• Regularly exercises discretion and independent judgment on technical matters.
• Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job.
• Builds deeper understanding of processes, procedures, customers and organization.
• Flexibility to adapt to changing technologies and environments, with a proactive approach to continuous learning.
• Provide advanced support for various M365 services, including Exchange Online and MS-Teams administration. Resolve complex technical issues and ensure minimal disruption to end users.
• Configuring and fine-tuning anti-phishing, anti-spam, and anti-malware policies in Defender for Office 365.
• Manage and maintain the M365 environment, ensuring it is secure, up-to-date, and compliant with organizational policies. Perform regular system monitoring, maintenance, and optimization tasks.
• Implement and manage security measures to protect the M365 environment from threats. Ensure compliance with industry standards and organizational policies, including data protection and privacy regulations.
• Maintain thorough documentation of the M365 environment, including configurations, changes, and troubleshooting procedures. Generate regular reports on system performance, usage, and security.
• The ability to identify and implement innovative solutions to improve the efficiency and performance of M365 services.
• Work closely with other teams to ensure seamless integration and operation of M365 services.
• Knowledge of ITSM tools/platform to perform Request, Incident, Change and problem management.
• Steady state support to the email Collaboration services, end-users support, handling on-call responsibilities, complex issues, escalations, participate in change management activities, etc.
• Stay up to date with the latest M365 features, updates, and best practices.
• Identify opportunities for improving M365 service delivery and user experience.

Qualifications

• Bachelors degree in computer science, Engineering, or related field.
• 4+ years of experience Exchange Online and Microsoft Purview.
• Microsoft 365 certification preferred.