Job Summary

 O365 SME : The Global Microsoft 365 Administrator (L3 / SME) is the senior subject matter expert responsible for end‑to‑end ownership, architecture, and strategic governance of Microsoft 365 services within a large‑scale global enterprise. The role provides expert‑level (L3) support and technical leadership across Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Teams, security and compliance workloads, and Linux‑based SMTP relay platforms. This position acts as the final escalation point for critical and high‑impact incidents, leading major incident resolution, root cause analysis, and preventive improvements in collaboration with Microsoft and third‑party vendors. The role defines technical standards, reference architectures, and design patterns, while guiding enterprise adoption of new Microsoft 365 capabilities and roadmap changes. In addition to operational leadership, the L3 administrator owns the Microsoft 365 security, compliance, and identity strategy, ensuring alignment with internal policies, regulatory requirements, and industry best practices. The role drives service optimization through KPI and SLA governance, capacity planning, and tenant‑wide configuration hygiene, while approving and governing global changes and lifecycle decisions. The role also serves as a trusted technical advisor to senior IT leadership and business stakeholders, supporting complex initiatives such as mergers, divestitures, tenant consolidations, and global transformations. As part of technical leadership responsibilities, the L3 administrator mentors L2 teams, approves operational procedures, and drives continuous skill uplift across global support organizations.

Key Responsibilities

 Platform Ownership • Own the end to end architecture of Microsoft 365 services including: o Exchange Online o SharePoint Online & OneDrive for Business o Microsoft Teams o Office 365 o Security & Compliance workloads • Maintain global tenant configurations, service boundaries, and regional deployment models. • Define technical standards, design patterns, and reference architectures for enterprise-scale M365 usage. • Evaluate and guide adoption of new M365 features and roadmap changes. • Linux based Mail Relay services & Linux SMTP relay support. • Support of Mail relay management tool, Mail Self Service Portal, Email Admin Tool (EAT) tool, Email Mgmt. Policy Exemption App, Litigation Hold app, Dynamic Groups Mgmt. Tool, Mail encryption tool, Mail forwarding tool, Corporate Signature tool, Mail Security Tool, Exchange Online Protection, Mail Classification tool, S/MIME for mail encryption, MS Defender for O365 • Provide L3 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 Security, Compliance & Governance • Own and govern M365 security and compliance posture, including: o Conditional Access and identity protection o Sensitivity labels, retention, DLP, eDiscovery, audit logging o External collaboration and sharing standards • Ensure alignment with internal policies, regulatory frameworks, and industry best practices. • Lead remediation of security risks, misconfigurations, and audit findings. • Partner with security, legal, and compliance teams on risk assessments and controls. Incident Management & Escalation (L3) • Act as the final technical escalation point for critical and high impact M365 incidents. • Lead major incident resolution, including service outages and systemic failures. • Perform root cause analysis (RCA) and define corrective and preventive actions. • Coordinate escalations with Microsoft support and third party vendors. Service Optimization & Performance • Define and track KPIs, SLAs, and service health metrics across M365 workloads. • Analyze platform usage, performance trends, and capacity requirements. • Drive 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 • Recommend improvements to enhance user experience and operational efficiency. Change, Release & Lifecycle Management • Own and approve global M365 changes, including tenant-level configurations and feature rollouts. • Govern change validation, testing, communication, and rollback strategies. • Oversee service lifecycle management, including onboarding of new services and deprecation of legacy features. • Ensure minimal business disruption during major platform changes. Identity, Access & Integration Oversight • Define identity and access strategies using Entra ID. • Govern authentication, authorization, and privileged access models. • Oversee integrations with: o Endpoint management platforms o Power Platform o Third-party collaboration or security tools • Ensure integrations meet security, performance, and compliance standards. Reporting & Stakeholder Engagement • Provide executive level reporting on service health, risks, and improvement opportunities. • Act as a trusted technical advisor to IT leadership and business stakeholders. • Support global initiatives such as mergers, divestitures, acquisitions, and tenant consolidations. Knowledge Management & Leadership • Establish and maintain global standards, SOPs, architecture documentation, and runbooks. • Review and approve L2 operational procedures. • Mentor and coach

Skill Requirements

Microsoft 365 Core Services – Exchange Online, SharePoint Online, OneDrive, Microsoft Teams • Email & Messaging – Mail flow, Exchange Online Protection, SMTP relay (Linux-based) • Security & Compliance – DLP, retention, sensitivity labels, eDiscovery, audit logging, Defender for O365 • PowerShell Automation – M365 administration and operational scripting • Tenant Architecture & Governance – global M365 tenant configuration and administration • Incident & Problem Management (L3) – Major incidents, RCA, Escalations • Identity & Integration – authentication models, third party and platform integrations • Service Optimization & Monitoring – Performance, Capacity, Health metrics • Linux Mail Systems – Postfix/ListServ, SMTP, POP3, Scan to Mai

Other Requirements

Fluent English