Job Summary

You will be responsible for designing, engineering, implementing, and supporting the firm s global Messaging and Directory Services infrastructure, with primary focus on Microsoft Exchange Online (M365) and cloud-based messaging platforms. This role is part of a broader shift from operational support to engineering-led, automation-first messaging platform ownership. This role applies ITIL-based service management practices and encompasses a broad range of responsibilities, including vendor coordination, infrastructure maintenance and upgrades, deployments, migrations, introduction of current technologies and services, documentation, knowledge sharing, training, and operational support across related platforms.

Responsibilities

- Design, implement and maintain Microsoft Exchange Online (M365) as the primary platform, with supporting knowledge of on premises Exchange (where required)
- Provide L4 escalation support for complex incidents escalated from L3.
- Own projects end to end: translate requirements, plan delivery, execute, and drive to successful completion.
- Proactively identify and resolve issues before they impact users or services.
- Collaborate and communicate effectively with cross functional engineering, operations, and product teams.
- Demonstrate self starter leadership take initiative, show impact, and continuously improve ways of working.
- Shape and advocate a forward-looking technology vision for Exchange Online and cloud messaging platforms; champion modern, secure, and scalable approaches.
- Execute migrations to/from Exchange Online (M365), including hybrid, tenant to tenant, and cloud transformation initiatives - planning, tooling, cutover, and post migration stabilization.
- Administer Microsoft 365 services related to the role (e.g., Power BI, Power Apps, Power Automate) where applicable.
- Administer Active Directory, including objects, policies,



and integrations relevant to messaging services.
- Troubleshoot deeply across Exchange Online, hybrid environments, identity, and networking layers and prevent recurrence.
- Innovate lead: Generate, prioritize, and deliver SIP (Service Improvement Plan) and automation initiatives that reduce toil, improve reliability, and measurably enhance user experience; build the business case, secure alignment, and drive adoption across engineering and operations.
- Gather and document business/technical requirements; design hybrid and cloud-aligned messaging solutions, with on prem components as applicable (sizing, documentation, cost estimates).
- Plan and execute pre production testing (test cases, pilot planning, risk/issue mitigation) and manage production deployments.
- Follow ITIL processes for Incident, Problem, and Change; contribute to continual service improvement.
- Contribute to projects across migrations, build outs, and related infrastructure initiatives as assigned.
- Resolve incidents and problem cases using vendor guidance, platform expertise, and environment knowledge.
- Evaluate and test new capabilities through PoCs; recommend product/service enhancements with vendors.
- Perform maintenance and upgrades to sustain performance, reliability, and security.

Skills and attributes for success

- Strong analytical capability across Exchange Online (M365), mail flow, identity, and Active Directory technologies.
- Demonstrates sound judgment, discretion, and professionalism in decision making.




- Excellent communication skills verbal, written, listening along with strong interpersonal, organizational, and project coordination abilities.
- Effective teaming and collaboration, with strong organization and time management skills.
- High cross cultural awareness and ability to work seamlessly with global stakeholders.
- Solid understanding of ITIL processes and their application within enterprise operations.
- Ability to manage strategic vendors, including Microsoft.
- Commitment to knowledge sharing, with the ability to deliver hands on or classroom style training to peers and team members.

To qualify for the role, you must have

- 8+ years of hands-on experience with Microsoft Exchange Online (M365) design implementation, including administration, troubleshooting, and engineering at scale; on prem Exchange experience is beneficial but not mandatory
- Proven experience supporting large-scale Exchange Online implementations, including hybrid and cloud transformation initiatives, complex migrations and hybrid/on premises-to-M365 transition projects.
- Extensive hands on administration of Exchange Online (M365) in enterprise-scale environments; familiarity with Exchange Server (2016/2019) is a plus in enterprise-scale environments.
- Hands-on experience with Exchange Online security and compliance features (e.g., Defender for Office 365, DLP, transport rules, anti-phishing, etc.)
- Strong proficiency in Microsoft 365 / Office 365 administration.
- PowerShell scripting expertise for automation, reporting, and operational tasks.
- Working knowledge of Microsoft Outlook (2016/2019/2021) and its integration with Exchange services.
- Experience using Exchange management, maintenance, and monitoring tools.
- Ability to support Digital Workplace technologies and related productivity tools.

📌 Exchange OnlineEngineer - Messaging And Collaboration (Kerala)
🏢 EY
📍 Kerala