Track Manager (Support & Operations)

The M365, Messaging, Collaboration & EUC Platform Engineer will provide 24x7 operational support across Microsoft 365, Exchange, SharePoint, Teams, Purview, Entra App Proxy, Google Workspace, Slack/Tencent Messaging, Eptura, Dropbox/Box, Notion, Power Platform, AvePoint Cloud Governance, ShareGate, Cisco Email Security Appliance, GFI Fax & SMS Gateway, and custom C#/PowerShell jobs. The role will support platform stability, user lifecycle, access and permissions, email and collaboration services, governance, service health monitoring, incident/problem/change management, vulnerability remediation coordination, vendor escalation, automation, reporting, and operational documentation.

Skill Area  Required Skills  Messaging & Exchange  Exchange On-Premises, Exchange Online, mail flow, mailbox permissions, transport rules, hybrid/coexistence support, Outlook/OWA troubleshooting, message trace, DNS/mail routing basics.  Email Security & Gateways  Cisco Email Security Appliance, spam/quarantine handling, allow/block controls, GFI Fax & SMS Gateway monitoring and incident support.  Microsoft 365  M365 Admin Center, Teams, OneDrive, SharePoint Online, Office Apps, Copilot, Viva, Purview, service health, licensing and user support.  SharePoint  SharePoint On-Premises and Online administration, sites/site collections, lists/libraries, permissions, search/workflow troubleshooting, ShareGate awareness.  SaaS Collaboration  Google Workspace, Slack/Tencent Messaging, Dropbox/Box, Notion, Eptura user and access support, configuration support, and vendor coordination.  Governance & Security  DLP, retention, external sharing, conditional access alignment, access governance, audit support, vulnerability remediation coordination.  Automation  PowerShell and C# scripting, custom job monitoring, script troubleshooting, reporting automation, and operational task automation.  24x7 Operations  Shift operations, incident triage, SLA-driven support, service monitoring, escalation handling, major incident support, and shift handover.  ITSM  Incident, Problem, Change, Service Request Management; RCA inputs, SOP/runbook maintenance, reporting, and stakeholder communication.

Preferred Qualifications & Certifications  Bachelor’s degree in Engineering, Computer Science, Information Systems, or related field.  Microsoft 365 Administrator, Messaging Administrator, Teams Administrator, SharePoint Administrator, or related Microsoft certification preferred.  Experience with Exchange hybrid/coexistence, Microsoft Purview, Entra ID/App Proxy, Power Platform administration, and enterprise collaboration governance preferred.  ITIL Foundation certification preferred.  Experience working in a global managed services or 24x7 enterprise operations environment.  Good-to-Have Skills  Experience with migration tools and operational reporting using ShareGate and AvePoint Cloud Governance.  Experience with service health monitoring, vulnerability coordination, platform patching, and security baseline alignment.  Experience supporting regulated environments with DLP, retention, audit, and external sharing governance requirements.  Experience coordinating with Microsoft, Slack, Dropbox/Box, Google, Notion, Eptura, Cisco, and other vendors for escalations and service-impacting incidents.  Strong documentation, reporting, stakeholder communication, and cross-functional coordination skills.  Key Deliverables / Expected Outcomes  Stable 24x7 operational support across M365, messaging, collaboration, SaaS, governance, and automation platforms.  Timely incident resolution, service request fulfillment, escalation, and shift handover.  Accurate monitoring and reporting for service health, platform availability, ticket trends, usage, licenses, and operational risks.  Reduced recurring incidents through RCA inputs, known error documentation, automation, and process improvement recommendations.  Updated SOPs, runbooks, configuration documents, troubleshooting guides, and knowledge articles.  Effective coordination across security, identity, network, infrastructure, application, and vendor/OEM teams.  Compliance with change management, access governance, vulnerability remediation, and service continuity requirements.