Support Specialist

Specialist - End User Technology

Mumbai

Role purpose:

As a Specialist – you will manage and optimize our M365 environment, including Exchange Online, Teams, SharePoint, and Microsoft Entra (Azure AD). You will design and implement solutions to enhance productivity, collaboration, and security across the organization. Your role will involve ensuring seamless integration, managing security policies, and driving best practices to deliver a modern, secure, and efficient workplace. You will collaborate with stakeholders to address needs, streamline operations, and support users, ensuring alignment with organizational goals and optimal performance.

Duties & Responsibilities:

• Engineering and Administration:
• Contribute to the engineering and administration of our M365 environment, ensuring seamless integration into our digital workplace.
• Manage and support Exchange Online, Teams, SharePoint, and Microsoft Entra (Azure AD) to ensure they are built, deployed, and managed consistently, securely, and efficiently.
• Identity Management (Microsoft Entra/Azure AD):
• Manage and maintain identity and access management through Microsoft Entra (Azure AD), including user provisioning, authentication, and security policies.
• Implement and manage conditional access policies, multi-factor authentication (MFA), identity protection, and self-service password reset.
• Configure and manage Azure AD Connect for synchronization between on-premises AD and Azure AD.
• Monitor and manage identity-related security alerts and incidents using Azure AD Identity Protection and other tools.
• Exchange Online:
• Manage and support Exchange Online, including mailbox provisioning, email flow, security policies, and compliance.
• Troubleshoot and resolve issues related to email delivery, spam, and phishing.
• Manage Exchange Online Protection (EOP) and Advanced Threat Protection (ATP) to safeguard against email threats.
• Configure and manage email archiving, retention policies, and eDiscovery to ensure compliance with legal and regulatory requirements.
• Optimize Exchange Online performance and troubleshoot connectivity issues.
• Teams Administration:
• Manage and support Microsoft Teams, including team creation, permissions, integrations, and meeting policies.
• Ensure optimal performance and user experience by monitoring and troubleshooting Teams-related issues.
• Configure and manage Teams policies, including messaging, meeting, and calling policies.
• Integrate Teams with other M365 services and third-party applications to enhance collaboration.
• Manage Teams security and compliance features, including data loss prevention (DLP), information barriers, and eDiscovery.
• SharePoint Administration:
• Support SharePoint governance by cataloging and maintaining ownership, status, and activity information for sites, providing timely reporting to site owners.
• Collaborate with business users to understand problems and propose effective solutions.
• Assist with SharePoint site maintenance, offering guidance on document management, security setup, addition of site elements, and problem-solving.
• Manage SharePoint Online features such as site collections, content types, metadata, and search functionality.
• Automation and Scripting:
• Develop and maintain PowerShell scripts to automate administrative tasks and improve efficiency in managing M365 services.
• Build internal tools and utilities for seamless M365 management, reporting, and IT troubleshooting.
• Security and Compliance:
• Implement and enforce security policies and best practices across M365 services to ensure data protection and compliance.
• Leverage data to drive automation and optimization initiatives, resulting in increased security and efficiency.
• Manage M365 security features such as Conditional Access, Data Loss Prevention (DLP), and Advanced Threat Protection (ATP).
• User Training and Support:
• Improve user awareness of M365 services by coordinating training, documentation, and communication initiatives.
• Provide Level 3 support for critical incidents, severe issues, and problems. Assist the support team in finding root cause analysis (RCA) and proactively minimize occurrences.
• Innovation:
• Stay updated with the latest trends and advancements in M365, Exchange, Teams, SharePoint, and identity management.
• Continuously seek opportunities to enhance the efficiency, security, and functionality of our digital workplace.

Knowledge, Experience & Skills :

• 8+ years of experience as a system architect managing M365 infrastructure, including Exchange Online, Teams, SharePoint, and Microsoft Entra (Azure AD).
• 6+ years of experience in managing M365 services for a global enterprise, including user provisioning, security, and compliance.
• 6+ years of experience with Exchange Online, including mailbox management, email flow, and security policies.
• 5+ years of experience with Microsoft Teams, including team creation, permissions, integrations, and policy management.
• 5+ years of experience in SharePoint Online administration, including Out-of-the-Box features, PowerApps, Power Automate, and site governance.
• 3+ years of experience in managing identity and access through Microsoft Entra (Azure AD), including conditional access, MFA, and identity protection.
• 3+ years of experience with PowerShell scripting to automate administrative tasks and improve efficiency in managing M365 services.
• 5+ years of experience implementing and managing security policies and compliance requirements across M365 services.
• Proven expertise in troubleshooting and resolving complex issues related to M365 services and integrations.
• Strong experience in collaborating with business stakeholders to design and implement effective M365 solutions and enhancements.

Critical Experience & Qualifications

• Global delivery with diverse team and operate with urgency.
• Superior customer service mindset and solution delivery focus
• Great communicator with the ability to interact with a wide variety of stakeholders and present the business side of technical topics to diverse audiences.
• Working knowledge of endpoint operating systems components and demonstrable experience in establishing and managing configuration baselines aligned with industry standard benchmarks.
• Thirst for learning and personal development
• BA/BS/BE/B.Tech degree in a technical area (Computer Science etc.).
• Microsoft or other certifications against the technologies mentioned above

What do we offer?

• Open culture and challenging opportunity to satisfy intellectual needs
• Flexible working hours
• Smart working: hybrid remote/office working environment
• Work-life balance
• Excellent, dynamic and multicultural environment

About Accelya

Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing.

Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future.

The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.

We are proud to enable innovation-led growth for the airline industry and put control back in the hands of airlines.

For more information, please visit www.accelya.com