M365 Lead Workplace Services

Responsibilities:

Technical Leadership & Ownership:

• Act as the technical lead for Microsoft 365, Exchange, and Workplace Infrastructure services.
• Provide technical guidance, mentoring, and knowledge transfer to L2 and L3 engineers.
• Own platform health, availability, capacity planning, and lifecycle management.
• Drive architecture reviews, technical standards, and best practices across workplace technologies.
• Lead continuous service improvement initiatives to enhance operational efficiency and user experience.

Platform Administration & Support:

• Manage and support Microsoft Exchange environments, including: 
• Exchange On-Premises
• Exchange Hybrid
• Exchange Online
• Administer and support Microsoft 365 collaboration services.
• Manage and support VMware Horizon VDI infrastructure, including performance tuning, troubleshooting, and capacity management.
• Oversee endpoint management platforms, ensuring device compliance, patch management, and security baseline adherence.
• Provide Level 3 support for critical incidents, complex technical issues, and escalations.
• Perform root cause analysis and implement preventive measures.

Unified Communications & Workplace Services:

• Support and troubleshoot Microsoft Teams voice, video, and collaboration services.
• Work closely with network and voice teams to resolve communication-related issues.
• Ensure a seamless and secure end-user collaboration experience.

Security & Compliance:

• Administer and support enterprise security and mobility solutions including: 
• BlackBerry MDM
• Multi-Factor Authentication (MFA)
• Mobile Threat Defense (MTD)
• Trend Micro
• Enterprise Vault
• Ensure compliance with enterprise security standards, policies, and regulatory requirements.
• Manage privileged administrative access through secure IT Admin LAN and Production VDI environments.
• Enforce governance, audit, and privileged access management controls.

Automation & Optimization:

• Develop and maintain PowerShell scripts for automation and operational efficiency.
• Identify opportunities for process automation and proactive monitoring.
• Drive system optimization and reliability improvement initiatives.

Incident & Service Management:

• Lead Major Incident Management (MIM) activities related to workplace services.
• Perform advanced troubleshooting across M365, Exchange, VDI, endpoint, and collaboration platforms.
• Partner with Service Desk and infrastructure teams to ensure timely resolution of incidents and service requests.
• Participate in after-hours support and critical incident escalations when required.

Stakeholder Engagement:

• Collaborate with Infrastructure, Security, Network, and Application teams.
• Act as the technical escalation point for business-critical workplace services.
• Provide technical reports, recommendations, and service improvement plans to management.

Requirements:

• 8-12 years of hands-on experience in enterprise workplace infrastructure support and administration.
• Proven experience acting as a Technical Lead, Senior Engineer, or SME within a large enterprise environment.
• Microsoft Exchange (On-Premises, Hybrid, and Exchange Online)
• Microsoft 365 collaboration ecosystem
• VMware Horizon VDI administration and support (mandatory requirement)
• Endpoint management platforms
• Microsoft Teams and Unified Communications support
• PowerShell scripting and automation
• Strong troubleshooting and root cause analysis skills.
• Experience leading major incident management and technical escalations.
• Strong stakeholder management and communication skills.
• Ability to mentor engineers and drive technical best practices.