Messaging/Exchange Engineer

Overview

Messaging / Exchange Engineer providing L3 operational support for Exchange Online, Outlook and enterprise email security services, including Proofpoint, focused on service stability, platform hygiene and resolution of escalated issues.

What you'll do

• Provide L3 operational support for Exchange Online, Outlook, and enterprise email security services, including Proofpoint, with a focus on service stability, platform hygiene, and timely resolution of escalated issues.
• Support Exchange Online configuration and day-to-day operations, including mailbox provisioning, permissions, retention, distribution lists, mail flow policies, and messaging hygiene activities.
• Troubleshoot complex Outlook, mail flow, connectivity, email delivery, and messaging security issues, coordinating remediation with Security teams and US-based platform subject matter experts as required.
• Take end-to-end ownership of L2/L3 escalations, including investigation, resolution, root cause analysis, preventative actions, documentation, and follow-up.
• Identify recurring issues, high-volume ticket drivers, and manual processes, and implement configuration, automation, and process improvements to improve service stability and reduce support demand.

What you'll need

• Bachelor's Degree or higher with 5 years of experience in Microsoft 365 messaging, Exchange Online, or enterprise messaging operations.
• 5+ years of experience supporting Exchange Online and Outlook in an enterprise production environment.
• 5+ years of experience troubleshooting messaging, mailbox, mail flow, connectivity, and email delivery issues.
• Experience supporting email security and compliance solutions, including Proofpoint or similar enterprise email security platforms.
• Experience working within L2/L3 incident, escalation, and production support environments, including root cause analysis and preventative actions.

Nice to have

• Hands-on experience with Exchange Online administration, including mailbox provisioning, permissions, retention, distribution lists, and mail flow configuration.
• Experience with Proofpoint or similar enterprise email security platforms, including email delivery investigations, security events, and message hygiene.
• Experience using PowerShell or other automation capabilities to reduce repetitive operational activities and improve service efficiency.
• Experience creating and improving runbooks, operational procedures, and knowledge documentation to support L1/L2 enablement and shift-left initiatives.
• Strong troubleshooting, prioritization, incident ownership, cross-team collaboration, and continuous improvement skills.
• Ability to work effectively with Security teams, platform subject matter experts, managed service partners, and global support teams to resolve complex messaging issues.

Details

• Work location: Bangalore, hybrid.
• Travel: may include up to 10%, domestic/international.