Provide L2/L3 support for mail services in the region, including incident triage, troubleshooting, and resolution.
Manage mail-related service requests (provisioning, configuration changes, access, routing, and policy enforcement).
Perform root-cause analysis for recurring mail issues and implement corrective/preventative actions.
Execute and validate changes (maintenance, configuration updates, and migrations) following change governance.
Maintain operational documentation, runbooks, and knowledge articles.
Collaborate with identity, network, security, and endpoint teams to resolve cross-domain issues.
Monitor service health and capacity; take proactive measures to prevent incidents.
Support audit and compliance requirements for mail systems (retention, eDiscovery, security controls).

Strong troubleshooting skills for enterprise email systems and mail flow.
Knowledge of Exchange Online / hybrid mail concepts and supporting components (DNS, SMTP, certificates).
Understanding of identity and access dependencies (e.g., authentication, conditional access concepts).
ITSM discipline and comfort working in ticketing and on-call/escalation models.
Ability to write clear technical documentation and communicate incident status.
PowerShell skills for mail administration and automation.
Experience with Microsoft 365 security/compliance features impacting mail (DLP, retention, transport rules).
Experience supporting multi-geo or multi-tenant environments.
4+ years in messaging/email engineering or platform support.
Experience in enterprise operations with change and incident management.

Engineer – Mail Support

Key skills