Messaging Services Senior Specialist

TekWissen India; Bengaluru; Hybrid; INR 1,500,000 - 2,300,000; Full time

Job summary

TekWissen India is seeking a Messaging Services Senior Specialist for a hybrid role focused on Microsoft 365, Exchange Online and SharePoint Online. You will provide advanced technical support for messaging and collaboration services, participate in on-call rotations, and mentor junior staff across global teams.

You will work with on-prem and cloud SharePoint environments, maintain security, and ensure reliable end-user experiences. Strong communication and customer service skills are essential.

Qualifications

• Experience with M365 services and SharePoint administration.
• Strong customer service and communication skills.
• Ability to work in hybrid shifts and across time zones.
• Proactive problem solving and incident management knowledge.

Responsibilities

• Provide advanced support for M365 services and SharePoint.
• Handle on-call responsibilities and escalations.
• Perform regular maintenance and monitoring tasks.
• Mentor junior team members.
• Collaborate with global engineers and cross-functional teams.

Skills

Excellent communication

Problem solving

Customer service

Team player

Independent work

Tools

SharePoint Online

SharePoint on-prem

Exchange Online

MS Teams

Microsoft 365

Job description

TekWissen is a global workforce management provider throughout India and many other countries in the world. The below job opportunity is to one of our clients who is a part of a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through consulting, industry solutions, business process services, IT modernization and managed services. This client enables us to move confidently into the digital future. This client committed to Long Term success and combine global reach with local client attention to serve them in over 50 Countries.

Position: Messaging Services Senior Specialist

Work Type: Hybrid

Job Type: Full Time

Job Description:

• Messaging Services Advisor applies a wide application of theories, concepts, and principles in identifying customer needs and managing and supporting systems.
• Performs complex issue analysis and may perform SME role on accounts.
• Providing steady state support to the messaging infrastructure, handling on-call support responsibilities, handling escalations, critical issues, upgrade and maintenance activities, mentoring team members and other day-to-day support operations.
• Expert on Messaging technologies-SharePoint on-prem servers and SharePoint Online

Job Description:

• Provides deep subject matter expertise, advice and program delivery.
• Support steady state operations-Flexible working in shifts or US business hours for all required work done and during weekends.
• Contributes to the development of new techniques and plans within area of expertise.Thorough understanding and management of customer business needs and expectations.
• Provide support on day-to-day operations in managing the email and collaboration services
• Works on abstract and complex problems requiring evaluation of intangible variables.
• Integrates trends, data and information into plans, deliverables and recommendations.
• Develops innovative and creative output based on interpretation and analysis that improve business performance and contributes to corporate goals and strategic intent.
• Anticipates operational, program, and implementation issues and develops preventative measures.
• Provides advanced technical support within area of expertise to clients on complex integration issues and is often in a lead role within major projects.
• Applies advanced training and experience to resolve difficult client problems where standard practice has failed.
• Identifies, structures, and delivers services that enable business processes.
• May develop automated methods needed to implement recommended solution.
• Performs root cause analysis on failed components and implements corrective measures.
• Mentors junior team members.
• Candidates must have exceptional customer service, problem solving, and communication skills
• Possess the ability to work independently with minimal management supervision and with a global team of engineers
• Strong team player with ability to work in a team and as individual contributor
• Strong organizational and documentation skills
• Knowledge on ITSM tools/platform to perform Request, Incident, Change and problem management.

Technical Skillset:

• Health checks, reporting, monitoring, capacity management and proactive configuration management support
• In-depth knowledge of SharePoint Online architecture, site collection administration, permissions models, and Microsoft 365 ecosystemSecurity hardening and patch/update management support
• Search engine configuration management and Content management configuration support
• Configuration and Customization: Manage site collection administration, permissions, content types, lists, libraries, workflows, and templates. Configure advanced features such as hub sites, managed metadata, search optimization, and retention policies.
• Utilize monitoring tools and analytics (e.g., Microsoft 365 Security & Compliance Center, SharePoint Admin Center) to track usage, performance, and compliance metrics. Generate and present regular reports to management.
• A customer-centric approach with a focus on delivering high-quality support.
• Strong verbal and written communication skills, with the ability to explain technical concepts to end users
• Understanding their requirements and creating a positive client experience throughout the total client journey.
• Flexible working in shifts supporting 24X7 steady state operations.
• Individuals understand their own area and can perform all facets of their role. Good analytical, excellent communication and problem-solving skills - Energetic, self-motivated and self-sufficient in accomplishing tasks.
• Performs a variety of maintenance tasks associated with the support, modification, and updating and patching servers, also include software installations, upgrades and tests.
• Works on abstract and complex problems requiring evaluation of intangible variables.
• Integrates trends, data and information into plans, deliverables and recommendations.
• Provides deep subject matter expertise, advice, and program delivery
• Provides advanced technical support within area of expertise to clients on complex integration issues and is often in a lead role within major projects.
• Participates in troubleshooting and resolution of client problems using integrated data processing and communication solutions.
• Regularly exercises discretion and independent judgment on technical matters.
• Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job.
• Builds deeper understanding of processes, procedures, customers and organization
• Develops innovative and creative output based on interpretation and analysis that improve business performance and contribute to corporate goals and strategic intent.
• Performs root cause analysis on failed components and implements corrective measures
• Flexibility to adapt to changing technologies and environments, with a proactive approach to continuous learning

Technical Skillset:

• Provide advanced support for various M365 services, including Exchange Online, SharePoint Online, OneDrive for Business, SFB/Ms-Teams, and other integrated applications. Resolve complex technical issues and ensure minimal disruption to end users.
• Manage and maintain the M365 environment, ensuring it is secure, up-to-date, and compliant with organizational policies. Perform regular system monitoring, maintenance, and optimization tasksImplement and manage security measures to protect the M365 environment from threats. Ensure compliance with industry standards and organizational policies, including data protection and privacy regulations
• Experience with hybrid M365 environments and integration with on-premises systems.
• Maintain thorough documentation of the M365 environment, including configurations, changes, and troubleshooting procedures. Generate regular reports on system performance, usage, and security
• The ability to identify and implement innovative solutions to improve the efficiency and performance of M365 services
• SharePoint Management-Collaboration and document management, Farms administration, Web application, site administration, health and Monitoring.
• Policy configuration and fully Support instant messaging, presence and chat systems- MS-Teams
• Email protection and security administration- EOP, Microsoft defender for Office 365.
• Work closely with other IT teams to ensure seamless integration and operation of M365 services. Provide training and guidance to junior IT staff on the effective use of M365 tools
• Knowledge of ITSM tools/platform to perform Request, Incident, Change and problem management.
• Steady state support to the messaging infrastructure, handling on-call responsibilities, complex issues, escalations, server maintenance activities etc.
• Knowledge of Active Directory and Azure Active Directory. Also, experience with Azure AD Connect and hybrid identity management
• Stay up to date with the latest M365 features, updates, and best practices.
• Identify opportunities for improving M365 service delivery and user experience.

TekWissen Group is an equal opportunity employer supporting workforce diversity