Technology Service Specialist

Job Description

Job Title: Exchange SME / Operations SpecialistLocation: Pune, IndiaRole DescriptionThe EPC Service Operations team are responsible for the day to day support of the end users platform for the banks global Email, Productivity and Collaboration environment. Working closely with the other platform towers, such as mobility, desktop, voice systems,email, collaboration, unified communications and audio visual. The main tasks of the Exchange SME / Operations Specialist is the daily operation and maintenance of the EPC Infrastructure. Analyzing issues, request fulfillment, incident management, resolution of issues and conflicts, proactive improvements and automationwithin the environment and running reports and attending meetings. What well offer youAs part of our flexible scheme, here are just some of the benefits that youll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Management and support of the Exchange environment, mixture of vendor managed and on-premises.
• Attending meetings such as Operational, Capacity etc... and taking ownership for actions.
• Performing monitoring, escalation, incident handling, change processing, firewall checks, standard reporting, monthly consumption analysis and reporting, developing and maintaining Knowledge Articles.
• Experience in Agile and associated tool sets
• Knowledge and/or exposure to SRE (Site Reliability Engineering) principles & practice
• Follow all guidelines and controls for each process to ensure compliance and quality.
• Track the implementation of resolution tasks; collect, interpret and respond to changes in production data as appropriate; provide regular and reliable reporting of relevant data to meet management requirements.
• Understand thoroughly the end to end application support process and escalation procedures and become fully conversant with all support tools that will be used to provide effective support in the relevant area.
• Provide input and contribute in any and all product or service related audits.
• Proactively engage Major Incident Management and maintain effective communications with stakeholders during downtime events. Assist with resolution efforts and perform root cause analysis as needed on major incidents.
• Identify risks, issues and product defects related to applications and/or services and drive their resolution.
• Ability to work remotely for DR and BCM events.
• Working with internal Teams and external Vendors
• Review and respond to alerts generated by in house monitoring solutions and either resolve or escalate to vendor support
• Ensure regular activity such as patching and backups is completing successfully
• Raise and implement changes for both your own tasks and those from Engineering/SME team
• Act as the point of contact for vendor supported Exchange environment for escalations
• Sanity check any changes to the environments
• Act as co-ordination point for projects taking ownership were necessary to ensure successful transition into production
• Implementation of new initiatives handed across from Engineering
• Troubleshooting in-house developed scripts
• Produce process documentation and Knowledge base articles and "how to" guides
• People skills
  • Transparent Team Work
  • Structured upward & downward communication
  • Training skills
• Communication skills
  • Good command in English
  • Ability to work with diverse global teams
  • Strong written and verbal communication skills.
• Effective Multitasking and reporting
• Ability to learn new skills through self-learning

Your skills and experience

• Experience of 3 to 10 years working (of which 3 years must be as L2/L3 working with Exchange and related infrastructure)

• Technical Skills
  • Exchange Online, Exchange 2010, 2013, 2016, 2019
  • Exchange Online Policy, Migration, and Compliance
  • Exchange Online Addresses, Mailboxes, Archiving Management
  • Administering Exchange Online Mail Flow
  • Experience in building Exchange servers
  • Experience in Active Directory / Azure AD sync / ADFS
  • Good knowledge of Data availability group
  • Hands on experience of Exchange server patching
  • Experience on Exchange Online Protection
  • Proven experience Troubleshooting with Exchange Online in Office 365
  • Proven experience with TCP/IP networking
  • Proven experience with PowerShell
  • Working knowledge of IT applications, network infrastructure technology and the application of security components and corresponding interfaces
  • Familiarization with SDLC tools and processes

• Technical Skills Non-essential
  • O365 additional applications - SharePoint Online, OneDrive for Business and M365 Apps for Enterprise
  • Virtual Data Rooms
  • DocuSign

Education/Certification

• Degree or higher in relevant discipline (e.g. Computer Science, Engineering).
• Previous experience on working in Email service environment
• Certifications: in Microsoft Technology & Messaging Systems
• ITIL V3 foundation certification (preferred)

How well support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teamsPlease visit our company website for further information: https://company/company.htmOur values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teamsto drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer. We promote good working relationships and en