Track Manager (Support & Operations)

Job Summary

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. 

Key Responsibilities

1. Messaging, Exchange & Email Security 

Administer and support Exchange On-Premises and Exchange Online services, including mailbox, distribution list, shared/resource mailbox, permissions, retention-related requests, and mail-enabled objects. 

Troubleshoot mail flow, delivery failures, Outlook/OWA connectivity, calendar, free/busy, autodiscover, mobile access, and message trace-related incidents. 

Support Cisco Email Security Appliance operations including whitelisting/blacklisting, mail flow investigation, spam/quarantine support, and security gateway escalations as per approved process. 

Support GFI Fax & SMS Gateway operations including user/request support, service monitoring, incident triage, and vendor escalation coordination. 

Coordinate with security, identity, network, and application teams for email security, authentication, routing, and policy-impacting issues. 

2. Microsoft 365 Collaboration Services 

Provide operational support for Microsoft 365 Office Applications, Exchange Online, SharePoint Online, OneDrive for Business, Teams, Copilot, Viva, and Purview. 

Support user access, license assignment validation, service health monitoring, service advisories, tenant configuration support, and end-user collaboration issues. 

Troubleshoot issues related to Teams, OneDrive sync, SharePoint access, M365 application access, Copilot availability/access issues, and Viva module access where applicable. 

Support Purview-related operational activities such as DLP, retention, audit, and data governance coordination based on GIC-defined policies. 

Coordinate with Microsoft support for service outages, critical incidents, escalations, and platform advisories. 

Skill Requirements

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. 

Other Requirements

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.