We are seeking a Microsoft 365 Administrator with 3- 10 years of hands-on experience supporting Microsoft 365 in an enterprise managed services environment. The role is responsible for secure, reliable, and SLA-driven administration of Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, Microsoft Entra ID, and other Microsoft 365 applications. The administrator will handle daily operations, incidents, service requests, standard changes, monitoring, documentation, and user support while following approved governance and security controls.

Key Roles and Responsibilities

Microsoft 365 Tenant Administration

- Perform day-to-day administration through the Microsoft 365 admin center and related workload portals.

- Create and maintain users, Microsoft 365 groups, distribution lists, shared resources, licenses, and administrative access within approved procedures.

- Monitor Microsoft 365 service health, message center updates, capacity, and operational alerts; communicate user impact through the defined incident process.

- Execute standard changes, service requests, health checks, and scheduled maintenance activities using approved runbooks.

Exchange Online

- Create and manage user, shared, room, and equipment mailboxes; configure aliases, permissions, mailbox delegation, and automatic replies.

- Manage distribution groups, mail-enabled security groups, contacts, accepted domains, and basic mail flow rules.

- Troubleshoot mail delivery, non-delivery reports, Outlook connectivity, mailbox access, calendar permissions, and mobile email issues.

- Support mailbox retention, recoverable items, mailbox restore, message trace, quarantine review, and email hygiene operations.

Microsoft Teams

- Administer Teams, channels, membership, guest access, meeting policies, messaging policies, app policies, and external access according to governance standards.

- Troubleshoot Teams sign-in, presence, chat, meeting, audio/video, screen-sharing, recording, and client issues.

- Support team lifecycle activities including creation, ownership updates, archival, restoration, and controlled deletion.

- Assist with Teams Phone and audio-conferencing requests where these services are in scope.

SharePoint Online

- Provision and support SharePoint Online sites, site permissions, owners, members, visitors, document libraries, lists, versioning, and sharing.

- Investigate access-denied errors, broken inheritance, external-sharing issues, storage concerns,



and document collaboration problems.

- Support content recovery, recycle-bin restoration, basic site usage reporting, and governance checks.

- Assist with approved migrations using Microsoft SharePoint Migration Tool or equivalent tools.

OneDrive for Business

- Support OneDrive provisioning, access delegation, storage, sharing, synchronization, Known Folder Move, and user lifecycle requests.

- Troubleshoot sync-client errors, file conflicts, invalid file names, access issues, and restore requirements.

- Assist with OneDrive ownership transfer, retention, and data recovery during onboarding, role changes, and offboarding.

Other Microsoft 365 Applications

- Provide administration and user support for Microsoft Forms, Planner, Lists, Stream, Loop, Power Automate, and related Microsoft 365 applications within the service catalogue.

- Perform basic configuration, access troubleshooting, license validation, and escalation to the relevant platform owner when required.

Security, Compliance, and Identity Support

- Support Microsoft Entra ID user and group administration, MFA registration, self-service password reset, and Conditional Access troubleshooting under approved access controls.

- Assist with Microsoft Purview retention, sensitivity labels, DLP alerts, eDiscovery requests, and audit-log searches under supervision.

- Apply least-privilege access, protect administrative credentials, and follow security incident and data-handling procedures.

Managed Services Operations

- Work within ITIL-aligned incident, request, problem, change, knowledge, and major incident management processes.

- Own tickets through resolution, maintain clear work notes, provide timely customer updates, and engage Microsoft or third-party support when escalation is required.

- Meet agreed SLAs and operational KPIs; participate in shift operations, handovers, maintenance windows, and on-call support where applicable.

- Create and maintain SOPs, knowledge articles, troubleshooting guides, operational checklists, and known-error records.





- Identify recurring issues and improvement opportunities, and contribute to root cause analysis and service review inputs.

Required Technical Skills

Core Platforms

- Microsoft 365 admin center, Exchange admin center, Teams admin center, SharePoint admin center, OneDrive, and Microsoft Entra admin center.

- Working knowledge of Exchange Online, Teams, SharePoint Online, OneDrive for Business, and Microsoft 365 licensing.

Operations and Tooling

- Basic to intermediate PowerShell for Microsoft 365 administration and reporting.

- Ticketing and monitoring tools, remote support practices, and Microsoft 365 service-health monitoring.

- Understanding of DNS records used by Microsoft 365, authentication concepts, permissions, and client connectivity.

Service Management

- Working knowledge of ITIL practices, SLA-based support, incident prioritization, change controls, escalation, and knowledge management.

Education and Experience

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline; equivalent relevant experience may be considered.

- 2-4 years of hands-on Microsoft 365 administration or support experience.

- Experience working in an enterprise support, NOC, operations, or managed services setting.

- Experience using an IT service management tool and working against SLAs and priority definitions.

- Strong written and verbal communication, troubleshooting, documentation, and customer-service skills.

Preferred Certifications

- Microsoft 365 Certified: Fundamentals (MS-900).

- Microsoft 365 Certified: Administrator Expert or a relevant Microsoft role-based certification.

- Microsoft Certified: Identity and Access Administrator Associate (SC-300).

- ITIL 4 Foundation.

Key Competencies

- Customer focus and ownership.

- Structured troubleshooting and analytical thinking.

- Clear written and verbal communication.

- Attention to detail and security awareness.

- Teamwork, adaptability, and willingness to learn.

Key Performance Indicators

- Compliance with incident, request, problem, and change SLAs.

- Service availability and reduction in recurring incidents.

- Ticket backlog, ageing, and quality of resolution documentation.

- Change success rate and adherence to operational controls.

- Customer satisfaction and stakeholder feedback.

- Contribution to automation, knowledge management, and continual service improvement.

📌 Microsoft 365 Administrator (Bengaluru)
🏢 Hitachi Digital Services
📍 Bengaluru