O365 L2 Support

Job Description:

Role Responsibilities

• Management and support of the Exchange environment, mixture of vendor managed and on premises.
• Attending meetings such as Operational, Capacity etc… and taking ownership for actions.
• Performing monitoring, escalation, incident handling, change processing, firewall checks, standard reporting, monthly consumption analysis and reporting, developing and maintaining Knowledge Articles.
• Follow all guidelines and controls for each process to ensure compliance and quality.
• Track the implementation of resolution tasks; collect, interpret and respond to changes in production data as appropriate; provide regular and reliable reporting of relevant data to meet management requirements.
• Understand thoroughly the end-to-end application support process and escalation procedures and become fully conversant with all support tools that will be used to provide effective support in the relevant area.
• Provide input and contribute to any and all product or service related audits.
• Proactively engage Major Incident Management and maintain effective communications with stakeholders during downtime events.  Assist with resolution efforts and perform root cause analysis as needed on major incidents.
• Identify risks, issues and product defects related to applications and/or services and drive their resolution.
• Ability to work remotely for DR and BCM events.
• Working with internal Teams and external Vendors
• Review and respond to alerts generated by in house monitoring solutions and either resolve or escalate to vendor support
• Ensure regular activity such as patching, and backups is completing successfully
• Raise and implement changes for both your own tasks and those from Engineering
• Act as the point of contact for vendor supported Exchange environment for escalations
• Sanity checks any changes to the environments
• Act as co-ordination point for projects taking ownership were necessary to ensure successful transition into production
• Implementation of new initiatives handed across from Engineering
• Troubleshooting in-house developed scripts
• Produce process documentation and Knowledge base articles and "how to" guides

Experience/Exposure

• Experience of 3 to 10 years working (of which 3 years must be as L2/L3 working with Exchange and related infrastructure )

Technical Skills

• Exchange 2010, 2013, 2016, Exchange Online
• Proven experience with Exchange Troubleshooting
• Proven experience with TCP/IP networking
• Proven experience with PowerShell