Senior M365 & Messaging Engineer - On-Call Escalation

INSURANCE COMPANY OF NORTH AMERICA (A Chubb Company)

Philippines

On-site

PHP 1,200,000 - 1,800,000

Full time

47 hours ago

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Job summary

INSURANCE COMPANY OF NORTH AMERICA (A Chubb Company) seeks a senior Messaging and Microsoft 365 specialist to provide expert support across Exchange Server/Online, Teams, OneDrive, and related services in a distributed enterprise IT environment.

You will act as a senior escalation point, diagnose complex issues, and drive resolutions with internal teams and Microsoft support. Strong scripting, collaboration, and mentoring skills are essential.

Qualifications

Bachelor’s degree in Computer Science, IT, Engineering or related field.
10+ years of experience in messaging support, infrastructure or Microsoft 365 operations.
Experience with large enterprise messaging environments including Exchange Server and Exchange Online hybrid configurations.
Hands-on experience with Microsoft 365 services (Exchange Online, Teams, OneDrive, Entra ID, Intune, AD).
Strong PowerShell scripting; Microsoft Graph API desirable.
Experience with Fax2Mail or similar messaging integration platforms is desirable.
Experience supporting migrations, tenant changes, platform transitions, or large-scale service improvements is desirable.
Good working knowledge of operating systems, productivity applications, remote support tools and enterprise service management processes.
Ability to travel and work outside normal business hours when required.
Flexible approach to working patterns, including shift coverage and on-call arrangements.

Responsibilities

Provide effective and timely technical support across messaging and Microsoft 365.
Administer and optimise the M365 environment including Exchange Server/Online, Teams, OneDrive, AD, Intune, Entra ID.
Serve as a senior escalation point for complex incidents and requests.
Diagnose root causes and drive resolutions with internal teams, vendors, and Microsoft support.
Monitor and manage the ServiceNow queue, ensuring tickets are progressed and resolved.
Communicate with clients and stakeholders tailored to technical teams, business customers, and leadership.
Define and evolve technical standards, procedures, knowledge articles, and runbooks.
Create process documentation in Teams and knowledge repositories.
Prepare regular and ad hoc reporting on service health and performance.
Participate in CAB meetings and contribute to change planning and validation.
Support projects, migrations, governance activities, and automation initiatives.
Provide mentorship and knowledge transfer to new starters and team members.
Participate in a 24x7 on-call rota and provide after-hours support.
Occasional travel to other offices as required.