Operations Analyst

Key Responsibilities:

• Provide Level 1, Level 2, and Level 3 support for Office 365 services, including Exchange Online, Outlook, and other email-related services.
• Manage user mailbox quotas, support legal discovery, regulatory compliance, and other auditing and reporting activities.
• Coordinate with JCI configuration of Microsoft ISA firewalls to front-end OWA, Outlook over HTTPS, and SharePoint portal.
• Provision new user/shared mailboxes in Office 365 and configure resource mailbox options.
• Handle spam blocking, rules modifications, and email flow-related issues.
• Resolve Outlook connection issues, calendar issues, and email flow-related issues.
• Address external users' mail flow issues and Office 365 groups issues.
• Manage spam filtering, whitelisting domains or IP/senders, and archive email issues.
• Provide support for ADFS issues and troubleshooting AAD connect errors.
• Ensure compliance with Office 365 security protocols, including Azure Information Protection, Advanced Threat Protection, and Exchange Online Protection.
• Set up AAD connect to sync on-premise AD with Azure AD and troubleshoot AAD connect errors.
• Provide support for Tasks, People, Calendar, Teams, Messaging, etc.

Qualifications:

• University degree in a relevant field or equivalent combination of education and experience.
• 5-6 years of experience in IT operations, with a focus on email, Exchange, web mail, messaging, and related services.
• Strong analytical, design, testing, documentation, and implementation skills.
• Excellent problem-solving abilities and experience in resolving medium-high complexity items.
• Ability to support multiple complex IT services/processes across various functional areas and locations.
• Familiarity with Office 365 services, Exchange Online, Outlook, and other email-related services.
• Knowledge of Office 365 security protocols and AAD connect.
• Strong communication and collaboration skills.

Additional Information:

• No direct reports.
• Support includes multiple countries/locations.
• Rotating on-call for operational issues