Exchange Online Operations Analyst

This is a full-time position for an IT Infrastructure Specialist - Messaging to join the Autodesk Collaboration Team in Bengaluru. The role is part of our 24x7 support operations and requires hands-on knowledge of Exchange Online and Microsoft Teams, along with an interest in developing broader Microsoft 365 skills.

The role focuses on operational support, troubleshooting, service monitoring, incident resolution, and routine administration. The successful candidate will work alongside experienced team members to maintain reliable messaging and collaboration services while continuing to develop technical expertise across Microsoft 365 technologies.

Responsibilities:

• Provide operational support and administration for Exchange Online and Microsoft Teams.
• Troubleshoot issues related to mail flow, mailbox access, permissions, distribution groups, transport rules, Teams policies, meetings, and user access.
• Monitor Microsoft 365 service health and respond to incidents and service requests within defined service-level agreements (SLAs).
• Perform routine administrative tasks using PowerShell and Microsoft 365 administration tools.
• Assist with incident investigations, configuration changes, service improvements, and operational activities.
• Maintain technical documentation, troubleshooting guides, and knowledge articles.
• Collaborate with senior engineers, the Service Desk, Identity, Network, and Security teams to resolve issues.
• Escalate complex or high-impact issues in accordance with established operational procedures.

Minimum Qualifications:

• 2-5 years of relevant Level 2 (L2) support experience with Microsoft 365 messaging and collaboration services.
• Hands-on knowledge of Exchange Online, including mail flow, mailboxes, permissions, distribution groups, and transport rules.
• Working knowledge of Microsoft Teams administration and troubleshooting.
• Basic to intermediate proficiency in PowerShell for Microsoft 365 administration and reporting.
• Understanding of Active Directory, Microsoft Entra ID, authentication, and email routing concepts.
• Familiarity with SMTP, DNS, MX, SPF, DKIM, and DMARC concepts.
• Strong troubleshooting, communication, and documentation skills.
• Willingness to work in a 24x7 rotational shift model, including on-call or after-hours support when required.
• Willingness to learn and support other Microsoft 365 technologies as required.

Preferred Qualifications:

• Understanding of Microsoft 365 security and compliance fundamentals.
• Exposure to SendGrid or other email delivery platforms.
• Ability to analyze technical issues using established troubleshooting procedures.
• Experience working in enterprise Microsoft 365 environments and following IT service management processes.
• Ability to work independently on defined assignments while seeking guidance for unfamiliar or complex issues.
• Strong interest in developing broader expertise across Microsoft 365 messaging and collaboration technologies.