Infrastructure Senior Associate

Kyndryl; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Kyndryl is seeking an M365 Support Services specialist in Bengaluru to provide Level 1 & 2 support across Exchange Online, Teams, SharePoint Online, OneDrive, Planner, Forms, Viva, and Co-pilot Studio. You will ensure service continuity, compliance, and user productivity while collaborating with KPMG Global teams and third-party resolver groups.

Responsibilities include incident triage, resolution, escalation, knowledge base improvements, and tenant-level reporting.

Qualifications

• Provide Level 1 & Level 2 support for M365 incidents.
• Analyse incident trends and contribute to knowledge articles.
• Configure and manage Teams collaboration, call queues, auto attendants, and Teams Rooms.

Responsibilities

• Provide Level 1 & Level 2 support for M365 incidents not resolved by the Service Desk.
• Perform incident triage, resolution, and escalation to KPMG Global or third-party resolver groups.
• Monitor M365 services (Exchange, Teams, SharePoint, OneDrive).
• Use ITSM tools for incident tracking and service status reporting.
• Configure and manage Teams collaboration, Enterprise Voice, call queues, auto attendants, and Teams Rooms.
• Support file sharing and collaboration in OneDrive and SharePoint Online.

Skills

M365 support

Incident management

End-user support

Knowledge articles

Tools

ITSM tools

Microsoft 365 admin

Job description

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Your role

The M365 Support Services will be responsible for providing operational support, incident resolution, and service management across Microsoft 365 products (Exchange Online, Teams, SharePoint Online, OneDrive, Planner, Forms, Viva, and Co-pilot Studio, Mimecast, IronPort, Proofpoint). The SME will act as a technical lead, ensuring service continuity, compliance, and user productivity, while collaborating with KPMG Global teams and third-party resolver groups.

What you will do

Provide Level 1 & Level 2 support for M365 incidents not resolved by the Service Desk. Perform incident triage, resolution, and escalation to KPMG Global or third-party resolver groups. Confirm resolution with end users before ticket closure. Analyse incident trends and contribute to knowledge articles. Monitor M365 services (Exchange, Teams, SharePoint, OneDrive). Use ITSM tools for incident tracking and service status reporting. Provide tenant-level reporting and scripting to support compliance. Configure and manage Teams collaboration, Enterprise Voice, call queues, auto attendants, and Teams Rooms (Option A). Support file sharing and collaboration in OneDrive and SharePoint Online. Troubleshoot Outlook Web Access and mailbox issues.

Identify and elevate incidents related to client/system policies. Support configuration of safe links, safe attachments, conditional access, and DLP policies. Assist in monitoring alerts/events in the M365 security and compliance dashboard. Configure and manage shared mailboxes, distribution lists, and functional mailboxes. Perform User Access Management (UAM) to validate license/service assignments. Maintain and update M365 support knowledge base. Conduct formal reviews of documentation every six months. Enhance self-service and automation capabilities. Direct users to "how-to" content and collect feedback for service improvements.

Your Future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and