Sr. M365 & Messaging Analyst

INSURANCE COMPANY OF NORTH AMERICA (A Chubb Company); Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

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.

Skills

Technical support

M365 administration

Senior escalation

Troubleshooting

ITSM and ServiceNow

Customer communication

Documentation standards

Reporting

CAB participation

Migrations and automation

Mentoring

On-call support

Travel

Education

Bachelor’s degree in Computer Science / IT / Engineering

Tools

PowerShell

Microsoft Graph API

ServiceNow

Exchange Online / Exchange Admin Center

Job description

• Provide effective and timely technical support to business users and stakeholders across messaging and Microsoft 365 services.
• Administer, support, and help optimise the organisation’s Messaging and Microsoft 365 environment, including Exchange Server, Exchange Online, Teams, OneDrive, Active Directory, Intune, Entra ID, and related services.
• Act as a senior escalation point and technical subject matter expert for complex incidents, service requests, and problem investigations.
• Diagnose complex and systemic issues, identify root causes, and drive resolution in partnership with internal teams, vendors, and Microsoft support where required.
• Monitor and manage the team’s ServiceNow queue, ensuring tickets are progressed, prioritised, documented, and resolved in line with business expectations.
• Respond professionally to client and stakeholder support requests, tailoring communication to technical teams, business customers, and senior management.
• Define, maintain, and evolve technical standards, operational procedures, knowledge articles, testing documentation, and support runbooks.
• Create and maintain detailed process documentation in appropriate collaboration channels, including Microsoft Teams and other knowledge repositories.
• Prepare regular and ad hoc reporting for team management, including service health, operational performance, incident trends, and progress against key activities.
• Participate in Change Advisory Board meetings and contribute to change planning, risk assessment, implementation, and post-change validation.
• Support messaging and Microsoft 365 projects, migrations, service improvements, governance activities, and automation initiatives.
• Provide mentorship, guidance, and knowledge transfer to new starters and other team members as required.
• Participate in a 24x7 on-call rota and provide after-hours support when required to meet business needs.
• Travel occasionally to other offices as required.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent relevant experience.
• At least 10 years’ proven experience working in a messaging support, infrastructure, or Microsoft 365 operational environment.
• Strong experience supporting large, complex enterprise messaging environments, including Microsoft Exchange Server and Exchange Online hybrid configurations.
• Hands-on experience administering and troubleshooting Microsoft 365 services, including Exchange Online, Microsoft Teams, OneDrive, Entra ID, Intune, and Active Directory.
• Strong scripting and automation capability using PowerShell; experience with Microsoft Graph API is highly desirable.
• Experience with Fax2Mail, or similar enterprise fax and messaging integration platforms is desirable.
• Experience supporting migrations, tenant changes, platform transitions, or large-scale service improvement initiatives is desirable.
• Good working knowledge of common 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 participation in on-call support arrangements.