Job Summary

O365 Administrator : The Global Microsoft 365 Administrator (L1) is responsible for providing first‑line operational support and ensuring the day‑to‑day stability of Microsoft 365 services across a global enterprise environment. The role focuses on incident management, service monitoring, and operational support for core collaboration and messaging platforms including Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Teams, and related mail relay services. The position serves as the initial point of contact for routine incidents, service requests, and escalations, working closely with Microsoft support and third‑party vendors to ensure timely issue resolution. In addition to operational support, the role contributes to service optimization initiatives by monitoring platform health, performance, and capacity, and by supporting change and lifecycle activities in line with ITIL practices. The administrator is also expected to follow established SOPs and runbooks, support reporting on service health and risks, and continuously build knowledge of Microsoft 365 services, security, and compliance capabilities. The role requires strong communication skills, technical fundamentals, and the ability to operate effectively in a global, 24x7 support environment.

Key Responsibilities

Platform Ownership • Provide daily support for incidents for Microsoft 365 services including: o Exchange Online o SharePoint Online & OneDrive for Business o Microsoft Teams • Support of Mail relay management tool, Mail Self Service Portal, Email Admin Tool (EAT) tool, Email Mgmt. • Provide L1 support for M365 services, including Exchange Online, M365 apps such as Yammer, Planner, Copilot, Linux Based SMTP Mail Relay Service (e.g., ListServ, PostFix, etc.), SMTP Out, POP3, Scan2Mail Incident Management & Escalation (L1) • Act as first line engineer for daily or routine M365 environment related incidents. • Participate and provide necessary support for service outages and systemic failures. • Coordinate ticket creations and follow up with Microsoft support and third party vendors. Service Optimization & Performance • Analyze and provide input on platform usage, performance trends, and capacity requirements. • Participate in ongoing optimization initiatives for: o Mail flow and messaging performance o Teams meeting/call quality o SharePoint and OneDrive storage efficiency o Tenant-wide configuration hygiene Change, Release & Lifecycle Management • Knowledge on change management as per ITIL • Participate in and implement service lifecycle management, including onboarding of new services and deprecation of legacy features. • Ensure minimal business disruption on daily basis. Reporting & Stakeholder Engagement • Provide updates on reporting for service health, risks, and improvement opportunities. Knowledge Management • Establish and maintain global standards, SOPs, architecture documentation, and runbooks. • Follow L1 operational procedures diligently. • Willing to learn about the new technologies and tasks as per requirements.

Skill Requirements

Incident & Problem Management (L1) – Routine incidents support • Microsoft 365 Core Services – Knowledge on Exchange Online, SharePoint Online, OneDrive, Microsoft Teams • Email & Messaging – Experience on Mail flow, Exchange Online Protection • Security & Compliance – Knowledge on DLP, retention, sensitivity labels, eDiscovery, audit logging, Defender for O365 • Service Optimization & Monitoring – Knowledge on Performance, Capacity, Health metrics Nice to have Skills – • Tenant Architecture & Governance – Knowledge on global M365 tenant administration • PowerShell Automation – Hands on experience with M365 administration and operational scripting • Identity & Integration – Knowledge on authentication models, third party and platform integrations • Linux Mail Systems – Hands on experience on Postfix/ListServ, SMTP, POP3, Scan to Mail

Other Requirements

Fluent in English