Sr Technical Lead (Support & Operations)

Administer and support SharePoint On-Premises and SharePoint Online sites, site collections, libraries, lists, access requests, and permissions.

Troubleshoot site availability, document library, permission inheritance, search, workflow, storage, and performance-related issues.

Coordinate backup/restore, patching, vulnerability remediation, maintenance, and infrastructure-level dependencies with respective resolver groups.

Support ShareGate activities for migration, reporting, assessment, and operational tasks as per approved change and project processes.

Maintain SharePoint SOPs, configuration documentation, runbooks, and operational knowledge articles.

1. SaaS Collaboration & Productivity Platforms

Administer and support Google Workspace, Slack/Tencent Messaging, Eptura, Dropbox/Box, and Notion in line with defined operational procedures.

Support user provisioning/deprovisioning, group/channel/workspace access, folder/site/page permissions, external sharing controls, and service requests.

Troubleshoot collaboration platform access, sync, sharing, authentication, notification, integration, and client-side issues.

Coordinate with platform vendors/OEMs for L3 support, service incidents, platform defects, and escalations.

Support usage reporting, license utilization, operational governance, and adoption reporting for in-scope collaboration platforms.

1. Power Platform, AvePoint, Entra App Proxy & Automation

Administer Power Platform environments, tenant settings, DLP policies, gateways, platform health, usage, and capacity monitoring.

Support AvePoint Cloud Governance operations including service requests, governance workflows, access/governance support, and vendor coordination.

Monitor and support Microsoft Entra App Proxy service availability, connector status, application access, and vulnerability remediation coordination.

Maintain and support approved custom scripts/jobs developed in C# and PowerShell, including job monitoring, failure triage, minor enhancements, and documentation.

Use PowerShell/C# scripting to improve reporting, operational automation, standard checks, and repetitive administrative tasks.

1. 24x7 Operations, ITSM & Service Continuity

Provide 24x7 operational support through shift-based coverage, including on-call or rostered support where applicable.

Monitor service health, platform alerts, batch/script jobs, ticket queues, service advisories, and operational dashboards during assigned shifts.

Perform incident triage, troubleshooting, workaround implementation, escalation, root cause analysis inputs, and permanent-fix coordination.

Handle service requests, incidents, changes, and problem tickets within agreed SLAs and escalation timelines using the ITSM process.

Support major incidents, priority escalations, emergency changes, service restoration, and post-incident review inputs.

Perform shift handover with clear ticket updates, pending actions, escalations, risks, and operational highlights.

Maintain SOPs, runbooks, known error records, troubleshooting guides, and operational reporting.

1. Messaging, Exchange & Email Security

Administer and support Exchange On-Premises and Exchange Online services, including mailbox, distribution list, shared/resource mailbox, permissions, retention-related requests, and mail-enabled objects.

Troubleshoot mail flow, delivery failures, Outlook/OWA connectivity, calendar, free/busy, autodiscover, mobile access, and message trace-related incidents.

Support Cisco Email Security Appliance operations including whitelisting/blacklisting, mail flow investigation, spam/quarantine support, and security gateway escalations as per approved process.

Support GFI Fax & SMS Gateway operations including user/request support, service monitoring, incident triage, and vendor escalation coordination.

Coordinate with security, identity, network, and application teams for email security, authentication, routing, and policy-impacting issues.

1. Microsoft 365 Collaboration Services

Provide operational support for Microsoft 365 Office Applications, Exchange Online, SharePoint Online, OneDrive for Business, Teams, Copilot, Viva, and Purview.

Support user access, license assignment validation, service health monitoring, service advisories, tenant configuration support, and end-user collaboration issues.

Troubleshoot issues related to Teams, OneDrive sync, SharePoint access, M365 application access, Copilot availability/access issues, and Viva module access where applicable.

Support Purview-related operational activities such as DLP, retention, audit, and data governance coordination based on GIC-defined policies.

Coordinate with Microsoft support for service outages, critical incidents, escalations, and platform advisories.