Job Description

We are looking for a highly skilled

Senior Support Engineer

to provide expert technical support and operational management for

Microsoft 365 and Messaging/Collaboration services

, covering cloud, on-premises, and SaaS-based environments. The engineer will be responsible for ensuring

service availability, reliability, and performance

in a

24x7 operational environment

, adhering strictly to industry-standard

ITIL processes

.

Key Responsibilities:

Deliver advanced technical support for:

Microsoft 365 Suite:

Exchange Online, Teams, SharePoint, OneDrive

Security & Compliance:

Microsoft Defender for M365, Compliance Center, DLP, Conditional Access (CA) policies

Collaboration/Messaging:

Exchange Hybrid environments, Email Gateway, SMTP Routing

Email security protocols:

DKIM, DMARC, SPF

Anti-spam and Anti-phishing tools

Manage and troubleshoot

incidents, problems

, and complex

service requests

as part of

day-to-day IT operations

in cloud, on-premises, and SaaS environments. Act as

escalation point

for L1/L2 support teams, providing

guidance and root cause analysis

. Ensure

proactive monitoring, availability, and capacity planning

for Microsoft 365 and messaging infrastructure. Execute routine tasks such as

patch management, backup verifications, health checks, and security audits

. Document

operational processes, incident reports

, and maintain

knowledge base articles

. Liaise with vendors (e.g., Microsoft Support) for

troubleshooting and incident resolution

.

Optional / Good to Have:

Experience in Directory & Authentication:

Active Directory (AD), AD Federation Services (ADFS), Microsoft Entra ID (Azure AD) LDAP, DNS, PKI Infrastructure Federation protocols (SAML, OAuth), Azure MFA Identity lifecycle management and security

Cross-Technology Support Clause:

Depending on operational requirements, the candidate must be

flexible and willing to support other related or emerging technologies

as necessary, ensuring smooth and continuous operations.

Requirements:

Minimum

5+ years

of relevant

IT operations/support experience

, with strong expertise in

Microsoft 365 and Messaging services

across cloud, on-premises, and SaaS models Proven experience working within an

ITIL-based operational environment

;

ITIL Foundation certification

preferred Ability to work effectively in a

24x7 shift-based or on-call support model

Strong

analytical, problem-solving, and stakeholder communication

skills

Preferred Certifications:

ITIL Foundation Certification Microsoft certifications (e.g., MS-102, MS-203, SC-300)

Skills:

Microsoft 365 Administration and Security Exchange Online and Hybrid Management Messaging Security and Compliance ITIL Service Management Practices

Working Hours:

* Flexibility to participate in

24x7 support rotations

, including

shifts or on-call duties

, as per organizational requirements