Job Summary

This role is responsible for expert-level operational management and technical leadership of messaging services, with a primary focus on on-premise Exchange and O365 environments. The position drives process innovation, ensures high-quality service delivery, and empowers team members to exceed client expectations. They play a strategic role in optimizing operational workflows, resolving complex issues, and fostering a culture of continuous improvement and excellence.

Key Responsibilities

1. Lead operational excellence initiatives by leveraging expert knowledge in Exchange Server and Office 365 Messaging Services to optimize workflows, ensure service availability, and drive continuous improvement.
2. Oversee incident, problem, and change management processes using tools such as Microsoft System Center and Exchange Admin Center to ensure timely resolution and compliance with client SLAs.
3. Mentor and guide support teams on advanced troubleshooting, root cause analysis, and implementation of messaging solutions in complex hybrid environments.
4. Analyze and interpret management reports and system logs from Exchange and O365 environments to identify trends, proactively address issues, and recommend improvements.
5. Engage with clients to understand messaging requirements, translating them into actionable operational tasks and ensuring alignment with business objectives.
6. Drive process innovation by introducing automation and best practices using PowerShell scripting and Microsoft 365 admin tools to enhance operational efficiency.
7. Ensure security, compliance, and data integrity within messaging services by implementing advanced configurations and monitoring practices.
8. Provide escalation support for high-impact incidents, offering expert-level solutions and leading recovery efforts in critical situations.

Skill Requirements

1. Advanced Knowledge Of Exchange Admin Center, Microsoft 365 Admin Center, And Related Monitoring Tools.
2. Excellent Skills In Powershell Scripting For Automation And Operational Tasks.
3. Strong Understanding Of Messaging Security, Compliance, And Hybrid Configurations.
4. Excellent Analytical Skills For Interpreting Logs, Metrics, And Management Reports.
5. Advanced Capability To Lead, Mentor, And Empower Technical Support Teams.
6. Advanced Proficiency In Incident, Problem, And Change Management Within Messaging Environments.

Other Requirements

1. Microsoft Certified: Exchange Server Expert or Microsoft 365 Certified: Messaging Administrator Associate (optional but valuable)