Technical Delivery

Second Level operational support for Microsoft 365 within clearly defined boundaries:

M365 Second Level Support

- Incident and service request handling
- Analysis of user issues (authentication, access, permissions)
- Troubleshooting in Teams, SharePoint, OneDrive, Outlook

- Documentation and structured escalation
- Execution of standard changes based on approved runbooks

Security / Defender – Triage & Basic Response

- Participate in global support reviews
- Work within agile delivery models (Kanban / Scrum)
- Review and triage of alerts and incidents

- Prioritization and classification

- Incident documentation and assignment
- Analysis of risky sign-ins
- Execution of predefined immediate actions (e.g. password reset, MFA reset, session revoke)

SharePoint / Teams Support

SharePoint

- Permission analysis

- Structure validation

- Management of SharePoint groups
- Support for minor configuration adjustments

Teams

- Management of team memberships and channels

- Permission analysis
- Review of apps and policies (read-only)

- Teams Rooms health checks

- Device assignment verification

- Teams Phone Component Monitoring

Teams Telephony (Operational Support)

- Assignment of phone numbers
- Troubleshooting call-related issues
- Voicemail and call forwarding adjustments
- Delegation and call group configuration
- Analysis of CQD and call logs
- Verification of Operator Connect and Direct Routing status

Identity / Entra ID

- User management
- Group management (non-privileged groups)

- Password and MFA reset
- Sign-in log analysis

- Session revoke actions




- Read-only Conditional Access impact analysis

Enterprise Apps / App Registrations

- Creation of app registrations

- Management of application owners
- Creation and renewal of secrets

- Certificate management (upload/renewal)

- Maintenance of redirect URIs

- Troubleshooting authentication issues
- Sign-in log analysis

Power Platform

- Troubleshooting of apps and flows

- Log analysis

- Review of sandbox environments

Exchange Online

- Message trace and mail flow analysis

- NDR analysis
- Quarantine review (read-only)

- Shared mailbox management

- Distribution group management
- Alias and SMTP address maintenance

- Mailbox permission management

- Mobile device removal
- Forwarding and out-of-office analysis

Copilot (Support & Analysis)

- Troubleshooting Copilot-related issues
- License status verification (read-only)

- Access issue analysis

- Review of agent logs
- Client-side troubleshooting

- Usage metrics review

Labels (Sensitivity & Retention)

- Analysis of labeling issues
- Troubleshooting encryption-related problems

- Retention behavior analysis
- Client-side label error investigation

Audit & Monitoring

- Unified Audit Log analysis
- Service activity log review (M365 services)

- Teams call log analysis
- Use of logs for incident investigation

- Documentation and escalation

Collaboration Services

M365 Groups

- Member and owner management

- Group structure analysis
- Teams ↔ M365 Group relationship checks

Planner / Loop / Search
- Permission issue analysis

- Sync issue troubleshooting
- Search and indexing issue analysis

📌 Senior Microsoft 365 Operations Specialist (Pune)
🏢 KSB
📍 Pune