M365 Team Lead

Stefanini North America and APAC; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Stefanini North America and APAC seeks a M365 System Admin Lead in Hyderabad to coordinate a Microsoft 365 support team. This role involves overseeing operations, mentoring engineers, and ensuring high-quality service delivery aligned with client expectations. Required qualifications include strong experience with Microsoft 365 services, proficiency in English, and previous leadership experience. Candidates should be adept in PowerShell and ITSM frameworks. A customer-oriented approach is essential for effective stakeholder communication.

Qualifications

• 5+ years of experience with Microsoft 365 services.
• Proficiency in English (spoken and written).
• Experience in a coordination or team lead role.

Responsibilities

• Lead and support a team overseeing Microsoft 365 operations.
• Ensure high-quality service delivery and team performance.
• Monitor and analyze service performance metrics.

Skills

M365 administration

Incident management

PowerShell

Leadership

Customer-oriented communication

Tools

Microsoft 365 admin tools

Active Directory

Windows Server

DNS

Job description

Part of Stefanini's Infrastructure Services division, the Digital Workplace Platform (DWP) team continues to grow, and we are seeking a M365 System Admin Lead to coordinate technical support activities and ensure the successful delivery of Microsoft 365 services to customers in line with agreed service levels and contractual commitments.

In this role, you will lead and support a team of engineers, oversee daily operations, and act as a key point of contact for escalations, ensuring high-quality service delivery, team performance, and continuous improvement aligned with organizational standards and client expectations.

Responsibilities

• Team Coordination & Leadership
  • Coordinate and oversee the daily activities of the Microsoft 365 support team, ensuring effective workload distribution and coverage.
  • Act as the primary escalation point for complex or high-impact incidents, providing guidance and technical direction.
  • Mentor and support team members, fostering professional development, knowledge sharing, and continuous improvement.
  • Monitor individual and team performance against SLAs, KPIs, and operational targets.
• Service Coordination
  • Ensure service quality and operational excellence across Microsoft 365 services, including:
    • Exchange Online
    • Microsoft Teams
    • SharePoint Online
    • OneDrive for Business
    • Entra ID (Azure AD)
  • Oversee incident, service request, and problem management processes, ensuring compliance with SLAs and priority definitions.
  • Collaborate with cross-functional teams (Service Desk, Infrastructure, DevOps, etc.) to ensure seamless end-to-end service delivery.
  • Drive adherence to client-specific policies, procedures, and security standards.
• Operational Oversight & Reporting
  • Monitor and analyze service performance, identifying trends, risks, and improvement opportunities.
  • Provide regular operational reporting to management and stakeholders, including:
    • SLA performance
    • Incident trends
    • Escalations and risks
  • Act as a communication bridge between the team and management/client stakeholders.
• Technical Leadership
  • Provide guidance on advanced troubleshooting and support activities, including:
    • Mail flow and transport issues
    • Teams policies and voice configurations
    • SharePoint permissions and site issues
    • Identity and authentication (MFA, Conditional Access, SSO)
  • Ensure best practices are followed in the use of Microsoft 365 admin tools, PowerShell, and diagnostic utilities.
  • Support major incidents and critical escalations with hands‑on involvement when required.
• Continuous Improvement
  • Identify and implement process improvements to optimize service delivery and team efficiency.
  • Promote automation, standardization, and documentation of recurring tasks and solutions.
  • Encourage a culture of continuous learning and staying up to date with Microsoft 365 developments.
  • Contribute to building a knowledge base and improving internal documentation.

Requirements

• Proficiency in English (spoken and written).

Experience & Technical Skills

• Strong experience with Microsoft 365 services and administration:
  • Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID
• Solid understanding of:
  • Identity and access management (MFA, Conditional Access, SSO)
  • Mail flow, collaboration tools, and permissions models
• Experience with PowerShell and Microsoft 365 administrative tools.
• Proven experience in incident, problem, and service request management within an ITSM framework (ITIL preferred).
• Familiarity with core technologies:
  • Active Directory
  • Windows Server & Client OS
  • DNS
  • Mobile platforms (iOS/Android)

Leadership & Soft Skills

• Previous experience in a coordination, senior, or team lead role is preferred.
• Strong leadership and mentoring abilities, with a focus on team development.
• Excellent organizational and prioritization skills in a dynamic environment.
• Strong analytical and problem‑solving mindset.
• Customer‑oriented approach with strong stakeholder communication skills.
• Ability to manage escalations and make decisions under pressure.

Other Requirements

• Understanding of SLAs, KPIs, and service delivery metrics.
• Flexibility and adaptability in a fast‑paced environment.

Nice to Have

• Experience managing or supporting enterprise‑scale environments.
• Experience in client‑facing roles or stakeholder management.
• Familiarity with service delivery models and operational governance.
• ITIL Foundation (v4) is a strong advantage.