Role Summary
The M365, Messaging, Collaboration & EUC Platform Engineer will provide 24x7 operational support across Microsoft 365, Exchange, SharePoint, Teams, Purview, Entra App Proxy, Google Workspace, Slack/Tencent Messaging, Eptura, Dropbox/Box, Notion, Power Platform, AvePoint Cloud Governance, ShareGate, Cisco Email Security Appliance, GFI Fax & SMS Gateway, and custom C#/PowerShell jobs. The role will support platform stability, user lifecycle, access and permissions, email and collaboration services, governance, service health monitoring, incident/problem/change management, vulnerability remediation coordination, vendor escalation, automation, reporting, and operational documentation.
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 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, and capacity monitoring.
- Support AvePoint Cloud Governance operations including service requests, governance workflows, access/governance support, and vendor coordination.
- Monitor and support Microsoft Entra App Proxy service availability, connector status, application access, and vulnerability remediation coordination.
- Maintain and support approved custom scripts/jobs developed in C# and PowerShell, including job monitoring, failure triage, minor enhancements, and documentation.
- Use PowerShell/C# scripting to improve reporting, operational automation, standard checks, and repetitive administrative tasks.
6. 24x7 Operations, ITSM & Service Continuity
- Provide 24x7 operational support through shift-based coverage, including on-call or rostered support where applicable.
- Monitor service health, platform alerts, batch/script jobs, ticket queues, service advisories, and operational dashboards during assigned shifts.
- Perform incident triage, troubleshooting, workaround implementation, escalation, root cause analysis inputs, and permanent-fix coordination.
- Handle service requests, incidents, changes, and problem tickets within agreed SLAs and escalation timelines using the ITSM process.
- Support major incidents, priority escalations, emergency changes, service restoration, and post-incident review inputs.
- Perform shift handover with clear ticket updates, pending actions, escalations, risks, and operational highlights.
- Maintain SOPs, runbooks, known error records, troubleshooting guides, and operational reporting.
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.
