Job Summary :

We are seeking an experienced L3 Individual Productivity Engineer to provide advanced operational and technical support for enterprise Microsoft 365 services. The ideal candidate will act as the highest level of technical escalation for Microsoft Teams, Exchange Online, and other Microsoft 365 collaboration platforms, ensuring high availability, security, performance, and an exceptional end-user experience across a large enterprise environment.

The role requires strong expertise in Microsoft 365 infrastructure, incident management, root cause analysis (RCA), automation, and continuous service improvement.

Key Responsibilities :

- Act as the final point of escalation for critical, high-impact Microsoft 365 incidents that cannot be resolved by L1 and L2 support teams.

- Manage and support Microsoft 365 infrastructure, including Microsoft Teams, Exchange Online, SharePoint Online, OneDrive for Business, and related collaboration services.

- Perform advanced troubleshooting and root cause analysis (RCA) for complex Microsoft 365 issues.

- Design and implement corrective and preventive action plans to improve operational stability.

- Own problem management activities and drive permanent resolution of recurring incidents.

- Manage operational requests, service improvements, and future enhancement initiatives for Microsoft 365 platforms.

- Provide technical leadership and mentorship to L1 and L2 engineers through knowledge sharing and technical guidance.

- Collaborate with infrastructure, security, identity, networking, and endpoint teams to deliver seamless end-to-end solutions.

- Administer Microsoft Teams policies, meeting configurations, calling features, messaging policies, and collaboration settings.

- Manage Exchange Online administration, including mail flow, transport rules, shared mailboxes, distribution groups, connectors, mailbox permissions, and hybrid environments where applicable.

- Support Microsoft Entra ID (Azure AD), Conditional Access, Microsoft Intune integration, and identity-related troubleshooting.

- Implement automation using PowerShell and Microsoft Graph API to streamline administrative and operational tasks.

- Monitor Microsoft 365 service health, performance, and availability, proactively identifying and resolving potential issues.

- Integrate operational logging and monitoring with enterprise tools such as Splunk for reporting, analytics, and compliance.

- Participate in change management, CAB discussions, risk assessments, release planning, and stakeholder communication.

- Develop and maintain technical documentation, architecture diagrams, operational runbooks, SOPs, and knowledge base articles.

- Ensure Microsoft 365 services comply with organizational security, governance, and compliance standards.

- Present technical recommendations and point of view (POV) for upcoming Microsoft 365 enhancements, migrations, and architectural changes.

Required Skills :

- PowerShell Scripting

- Microsoft Graph API

- Active Directory

- Azure AD Connect

- DNS, SMTP, Mail Flow

- Identity & Access Management

- Conditional Access

- MFA

- Security & Compliance Center

- Monitoring & ITSM

- Splunk

- ServiceNow

- Incident Management

- Problem Management

- Change Management

- Root Cause Analysis (RCA)