L2 Microsoft 365 Operations Engineer (Exchange, Teams & SharePoint)

Position summary:

We are looking for a skilled L2 System Administrator to support Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, Microsoft Teams and related collaboration workloads. The role is responsible for incident resolution, service administration, troubleshooting, service health monitoring and configuration management. The administrator will work closely with L1 operations, L3 SMEs, Identity, Security and Network teams to maintain service availability and SLA compliance.

Key Responsibilities:

Exchange Online & Email Operations

• Provide L2 support for Exchange Online incidents, mail flow issues and service requests.
• Troubleshoot email delivery failures, mailbox access, shared mailboxes, distribution lists and mail flow rules.
• Support mailbox permissions, delegation, mailbox configuration and approved administrative changes.
• Investigate message trace results, mail flow errors and connectivity issues.
• Support mailbox migration and hybrid Exchange-related operational activities where applicable.

Microsoft Teams & Collaboration

• Administer and troubleshoot Microsoft Teams, including meeting, messaging, calling and access issues.
• Support Teams policies, membership, permissions and collaboration settings.
• Troubleshoot SharePoint Online site access, permissions and document collaboration issues.
• Support OneDrive synchronization, sharing, access and storage-related incidents.
• Coordinate cross-service issues involving Teams, Exchange Online and SharePoint Online.

M365 Administration & Service Health

• Monitor Microsoft 365 service health, alerts and administrative dashboards.
• Administer users, groups, licenses and service configurations within authorized scope.
• Troubleshoot service access, synchronization and configuration issues in coordination with the Identity team.
• Support approved tenant configuration changes and validate service functionality after changes.
• Assist with M365 service adoption, operational reporting and service improvement activities.

Operations & Service Management

• Resolve incidents and service requests within defined SLAs.
• Follow ITIL Incident, Problem, Change and Request Management processes.
• Support major incident investigation, service restoration and root-cause analysis activities.
• Maintain runbooks, operational documentation, incident records and shift handover notes.
• Coordinate with L1/L3, Identity, Security, Network, Endpoint and Application teams.
• Escalate complex service, tenant-level and platform issues to L3 or Microsoft support.
• Ensure effective APAC–EMEA–NLAM follow-the-sun handovers.

Required Skills:

• 3-6 years hands-on experience administering Microsoft 365 enterprise environments.
• Working knowledge of Exchange Online, mail flow, mailbox administration and permissions.
• Experience supporting Microsoft Teams, SharePoint Online and OneDrive.
• Knowledge of Microsoft 365 Admin Center, Exchange Admin Center and Teams Admin Center.
• Understanding of Microsoft Entra ID, user/group management, licensing and authentication fundamentals.
• Experience with incident troubleshooting, service health monitoring and change execution.
• Knowledge of PowerShell for Microsoft 365 administration and troubleshooting.
• Experience with ServiceNow or equivalent ITSM tools and ITIL processes.
• Strong communication and coordination skills in a 24x7 production support environment.

Preferred Skills:

• Microsoft 365 Certified: Administrator Expert certification.
• Experience with Exchange hybrid environments and mailbox migrations.
• Knowledge of Microsoft Graph PowerShell and administrative automation.
• Exposure to Microsoft Purview, retention policies and compliance administration.
• Experience with enterprise monitoring, reporting and Microsoft 365 service management.

Location / Support Model:

Global 24x7x365 support across APAC, EMEA and NLAM, working in a rotational shift-based, follow-the-sun operating model.