Job Description
Job Description M365 Services Lead (Exchange / Identity / Collaboration Tower Lead)
Role Overview
The M365 Services Lead is responsible for end-to-end ownership of Microsoft 365 services delivery, including:
- Exchange Online & Exchange On-Prem (Hybrid)
- Microsoft Teams, SharePoint Online, OneDrive
- Azure AD / Entra ID (Identity & Access)
- M365 Security & Compliance (Defender, Conditional Access, DLP)
This role combines technical leadership, client engagement, escalation management, and service governance to ensure a secure, stable, and high-performing M365 environment.
Key Responsibilities
End-to-End M365 Tower Ownership
- Own delivery of all M365 services:
- Email and mail flow
- Identity and access
- Collaboration platforms
- Ensure:
- SLA / KPI adherence
- Security and compliance standards
- Drive service stability and continuous improvement
Technical Leadership (Hands-On Authority)
- Act as technical escalation point (L3/L4) for critical issues
- Provide guidance on:
- Exchange hybrid architecture and mail flow
- Identity design (Entra ID, MFA, Conditional Access)
- Teams / SharePoint governance
- Review and approve:
- Complex changes
- Architecture decisions
- Migration and transformation plans
Client & Stakeholder Management
- Act as primary technical interface for client stakeholders
- Lead:
- Weekly/Monthly service reviews
- Technical discussions and escalations
- Present:
- Service health
- Security posture
- Improvement roadmap
- Translate technical issues into business impact language
Escalation & Major Incident Management
- Own P1/P2 incidents across M365 services
- Lead bridge calls during:
- Mail flow outages
- Identity/authentication failures
- Teams service disruptions
- Ensure:
- Structured communication
- Fast resolution
- Drive RCA and preventive measures
Security & Governance Leadership (Critical)
- Ensure implementation and enforcement of:
- Conditional Access and MFA policies
- Defender for Office 365 (email security)
- DLP and retention policies
- Align M365 environment with:
- Security frameworks
- Audit requirements
- Proactively identify risks and drive remediation
Service Improvement & Transformation
- Drive initiatives such as:
- Exchange on-prem cloud migration
- Intune + M365 integration (modern workplace)
- Identity modernization (passwordless, Zero Trust)
- Reduce:
- Repeat incidents
- Manual effort
- Improve overall user experience
Automation & Standardization
- Promote automation using:
- PowerShell
- Graph API (where applicable)
- Standardize:
- Mailbox provisioning
- Access management
- Reporting and compliance checks
Team Leadership & Capability Building
- Lead L1, L2, and L3 teams
- Mentor and upskill team members
- Conduct technical reviews and quality checks
- Build strong ownership mindset across team
Governance, Reporting & Compliance
- Define and track KPIs:
- Mail flow performance
- Identity security posture
- Service availability
- Ensure audit readiness
- Provide structured reporting to stakeholders
Required Skills & Qualifications
Technical Expertise (Must-Have Breadth + Depth)
- Strong hands-on experience in:
- Exchange Online & Hybrid Exchange
- Azure AD / Entra ID (identity & access management)
- Microsoft Teams, SharePoint Online, OneDrive
- Strong understanding of:
- Mail flow design and troubleshooting
- Identity security (MFA, Conditional Access)
Security & Governance
- Experience with:
- Microsoft Defender for Office 365
- DLP, retention, and compliance policies
- Strong understanding of Zero Trust principles
Automation & Tools
- PowerShell (mandatory)
- Exposure to Graph API (preferred)
Process & Governance
- Strong ITIL knowledge:
- Incident, Problem, Change Management
- Experience in:
- CAB
- RCA
- SLA governance
Leadership & Soft Skills (Critical)
- Strong client-facing communication (US stakeholders)
- Decision-making under pressure (critical incidents)
- Ability to challenge and improve existing setups
- Strong ownership and accountability mindset
Experience & Education
- 1015+ years of experience in M365 / Exchange / Identity
- 5+ years in Lead / Architect role
- Bachelor's degree in IT or related field
- Certifications (strong advantage):
- Microsoft 365 Administrator (MS-102)
- Azure Administrator (AZ-104)
- Security certifications (SC-200 / SC-300)
Qualifications
Graduation
Range Of Year Experience-Min Year
10
Range Of Year Experience-Max Year
15
