M365 Core Expert

Introduction & Summary:
We are seeking an M365 Core Expert who will serve as the Level 3 (L3) authority within their service domain. This role is integral in managing complex operational issues, ensuring service health, stability, and continuous improvement. The ideal candidate will possess strong domain expertise in Microsoft technologies, particularly the MS365 ecosystem, and will contribute to enhancing service maturity through problem management and standardization.

Main Responsibilities:
This role encompasses key operational duties that include:

• Acting as the final escalation point for complex, high-impact service incidents.
• Leading deep technical troubleshooting across the service domain.
• Supporting the resolution of major incidents while ensuring root cause identification and tracking of preventive actions.
• Owning operational KPIs such as incident trends and SLA adherence.
• Proactively monitoring service health and identifying risks.
• Creating and maintaining knowledge bases, ensuring documentation is accurate and actionable.
• Driving standardization of operational procedures across regions.

Key Requirements:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• MS102, MS203 Certified.
• 4+ years of experience in enterprise IT service operations or platform support.
• Proven experience as L3/expert escalation in a global environment.
• Strong domain expertise in Microsoft Exchange and the MS365 ecosystem.
• Understanding of ITIL-based service management, specifically incident and problem management.
• Ability to translate operational challenges into structured improvements.

Nice to Have:

• Practical experience with email authentication standards (SPF, DKIM, DMARC).
• Knowledge of DNS record management.

Other Details:
This position is focused on driving operational excellence for the MS365 service domain. Candidates should be prepared to work in a global environment, addressing complex challenges and contributing to long-term service improvements.