L2 Microsoft 365 Operations Engineer – Exchange, Teams, SharePoint

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver L2 support for incidents related to Exchange Online, mail flow complications, and service requests.

• Diagnose email delivery failures, mailbox accessibility, shared mailboxes, distribution lists, and mail flow regulations.

• Assist with mailbox permissions, delegation, configuration, migrations, and hybrid Exchange operations.

• Manage and resolve issues related to Microsoft Teams meetings, messaging, calling, access, policies, membership, and permissions.

• Address SharePoint Online site access, permissions, and document collaboration challenges.

• Provide support for OneDrive synchronization, sharing, access, and storage-related incidents.

• Oversee Microsoft 365 service health, alerts, and administrative dashboards.

• Manage users, groups, licenses, and service configurations within the authorized scope.

• Facilitate tenant configuration adjustments and verify service functionality.

• Aid in service adoption, operational reporting, and continuous service improvement.

• Resolve incidents and service requests within established SLAs.

• Adhere to ITIL Incident, Problem, Change, and Request Management frameworks.

• Support the investigation of major incidents, service restoration, and root-cause analysis.

• Maintain runbooks, operational documentation, incident records, and shift handover notes.

• Collaborate with L1/L3, Identity, Security, Network, Endpoint, and Application teams.

• Escalate complex issues to L3 or Microsoft support as necessary.

• Ensure seamless APAC–EMEA–NLAM follow-the-sun handovers.

⛳️ Requirements

• 3-6 years of hands-on experience managing Microsoft 365 enterprise environments.

• Proficient understanding of Exchange Online, mail flow, mailbox administration, and permissions.

• Experience in supporting Microsoft Teams, SharePoint Online, and OneDrive.

• Familiarity with Microsoft 365 Admin Center, Exchange Admin Center, and Teams Admin Center.

• Knowledge of Microsoft Entra ID, user/group management, licensing, and authentication basics.

• Experience with incident troubleshooting, service health monitoring, and execution of changes.

• Proficient in PowerShell for Microsoft 365 administration and troubleshooting.

• Experience using ServiceNow or similar ITSM tools and familiarity with ITIL processes.

• Strong communication and coordination abilities in a 24x7 production support environment.

• Microsoft 365 Certified: Administrator Expert certification is preferred.

• Experience with Exchange hybrid environments and mailbox migrations is preferred.

• Knowledge of Microsoft Graph PowerShell and administrative automation is preferred.

• Exposure to Microsoft Purview, retention policies, and compliance administration is preferred.

• Experience with enterprise monitoring, reporting, and Microsoft 365 service management is preferred.

• Availability for rotational shift-based, follow-the-sun support across APAC, EMEA, and NLAM.

🏝️ Benefits

• Engaging environment with robust customer and partner networks.

• A culture that fosters innovation, collaboration, and ongoing learning.

• A diverse and inclusive workplace.

• An equal opportunity employer.