Handle escalated incidents and requests from first-line support and ensure timely resolution and work closely with 3rd line teams, vendors, and other support groups to resolve complex issues and do core administration/escalation support for messaging services.
Assist in resolving issues with Office 365, Exchange Online, and Microsoft Teams.
Participate in major incident handling and provide technical expertise during high-impact outages.
Support global transformation programs, migrations, acquisitions, and divestitures by executing operational tasks and validating technical deliverables and perform in‑depth diagnostics using logs, traces, message headers, and platform tools.
Provide technical input during major incidents and communicate status updates, troubleshooting and Root Cause Analysis and follow defined operational procedures and ensure compliance with standards.

Has strong technical troubleshooting ability across Microsoft 365 services, especially Exchange Online and Teams and solid understanding of identity and access management (Azure AD, conditional access concepts).
Is able to work with PowerShell for administration, automation, and reporting and understands of ITIL processes (Incident, Problem, Change).
Has analytical thinking with the ability to diagnose complex issues independently, has good communication skills when working with global teams and stakeholders and is able to work effectively in a distributed, multicultural environment (EMEA, APAC, Americas).
Has Bachelor's Degree or equivalent work experience, plus 2 years of experience in technical support in an Enterprise environment is required and is fluent in English.
Has strong knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint/OneDrive basics) and experience working with Microsoft Azure (Focusing Entra ID), PowerShell scripting knowledge is a plus.

Global Operations Center Engineer

Key skills