IT Operations Lead

Overview

Lead end-to-end operations, support and service delivery of Microsoft 365 services for the Information & Digital Services Operations (IDSO) organisation, managing in-house and supplier teams and acting as the escalation point for service degradation.

What you'll do

• Lead end-to-end operations, support, and service delivery of Microsoft 365 services, ensuring high availability, performance, and compliance with agreed SLAs and OLAs.
• Manage and oversee Microsoft 365 tenant operations, including Messaging Services, Scripting, Exchange Online, Exchange On-Premises, Exchange Online Protection (EOP), Email Relay Services, and Enterprise Vault.
• Act as the primary escalation point for service-related incidents, problems, and service degradation between business stakeholders, IT teams, and third-party service providers.
• Drive incident, problem, and change management activities to ensure timely resolution, root cause analysis, and continuous service improvement.
• Provide technical leadership and subject matter expertise on Messaging, Tenant Operations, Microsoft 365 administration, and platform supportability.
• Support solution architecture reviews by providing technical and operational recommendations for system enhancements, integrations, and new projects.
• Lead supportability, transition, and operational readiness activities for new services, enhancements, and projects.
• Monitor Microsoft Message Center and Service Health dashboards, assess service impacts, and coordinate user communications for planned and unplanned service events.
• Collaborate with architecture, delivery, planning, and supplier teams to ensure operational excellence and seamless service delivery.
• Drive automation, DevOps adoption, and Intelligent Operations initiatives to improve efficiency, reduce manual effort, and enhance service reliability.
• Analyze and approve new service integrations, ensuring alignment with technical standards, security requirements, and best practices.
• Ensure compliance with information security policies, IT controls, regulatory requirements, and audit standards across all supported services.
• Support global operations through participation in after-hours support activities, major incident management, and on-call rotations as required.
• Provide management information and reporting for the service.

What you'll need

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or anything related.
• At least 8 years of experience supporting enterprise collaboration platforms, messaging systems, or Microsoft 365 services within large, complex, and geographically distributed organizations.
• Expert-level knowledge of Microsoft 365 Messaging Services, Scripting, and Tenant Operations.
• Hands-on experience managing Exchange Online, Exchange On-Premises, Exchange Online Protection (EOP), and hybrid messaging environments.
• Strong understanding of Microsoft Entra ID (Azure AD), Microsoft 365 license administration, Azure AD Groups, and Microsoft 365 Groups.
• Experience supporting hybrid cloud environments and integrating cloud services with on-premises infrastructure.
• Proven experience in troubleshooting, incident management, problem management, and service restoration activities.
• Strong knowledge of Microsoft Message Center, Service Health monitoring, and end-user service communications.
• Experience with Microsoft 365 Guest Access, third-party integrations, and enterprise collaboration services.
• Demonstrated expertise in IT Service Management (ITSM) processes, service integration, and supplier management.
• Ability to translate technical requirements into business-focused solutions and communicate effectively with both technical and non-technical stakeholders.
• Strong analytical, problem-solving, decision-making, and investigative skills.
• Experience working in global, cross-functional, matrixed organizations and supporting teams across multiple time zones.
• Ability to manage ambiguity, influence stakeholders, and resolve operational conflicts effectively.
• Working knowledge of ITIL, DevOps, and service lifecycle management practices.
• Experience leading operational improvements, automation initiatives, and continuous service optimization programs.
• Willingness to participate in on-call rotations and provide support outside standard business hours.

Nice to have

• ITIL Foundation or higher certification.
• Microsoft 365 Certified: Enterprise Administrator Expert or related Microsoft certifications.
• Experience with PowerShell scripting and automation within Microsoft 365 environments.
• Exposure to AI-driven operations (AIOps), Intelligent Operations, and automation solutions.
• Experience leading digital transformation, operational excellence, or cloud modernization initiatives.
• Knowledge of enterprise retention, archiving, and email compliance solutions such as Enterprise Vault.

Details

• Location: Bangalore RMZ-ECO WORLD, India.
• Worker type: Regular; experience level: Experienced Professionals.
• Willingness to participate in on-call rotations and after-hours support as required.