Support Lead

About Position:

We are seeking an experienced Support Lead - M365 to manage and support enterprise Microsoft 365 environments across the organization. The ideal candidate will possess strong expertise in Microsoft 365 administration, Exchange Online, Microsoft Defender, Azure Active Directory, and collaboration platforms. This role requires a proactive individual who can lead support operations, drive service excellence, ensure platform security, and maintain high service availability while meeting business and operational objectives.

• Role: Support Lead
• Location: All Persistent Locations
• Experience: 10 to 15 years
• Job Type: Full-Time Employment

What You'll Do:

• Administer and manage Microsoft 365 services including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Azure Active Directory.
• Monitor platform health, performance, security posture, and service availability across the Microsoft 365 ecosystem.
• Manage user lifecycle activities including account provisioning, deprovisioning, licensing, permissions, and access management.
• Provide L2/L3 support and troubleshooting for Microsoft 365 services, email systems, collaboration platforms, and identity-related issues.
• Manage and support Exchange Online, Azure AD, Azure AD Connect, Hybrid Identity, Licensing, and On-Premises Active Directory environments.
• Configure, administer, and troubleshoot Microsoft Teams, SharePoint Online, and OneDrive for Business.
• Implement and maintain Microsoft Defender security controls, threat protection policies, MFA, Conditional Access, and security compliance requirements.
• Execute On-Premises to Microsoft 365 migrations and Tenant-to-Tenant migration projects.
• Lead incident management, problem management, root cause analysis, and change management activities while ensuring SLA and KPI adherence.
• Generate operational reports, service dashboards, license utilization reports, inactive user reports, and governance metrics.
• Collaborate with infrastructure, security, network, and application teams to ensure seamless integration and support of Microsoft services.
• Drive service improvements, automation initiatives, and operational excellence through PowerShell scripting and process optimization.
• Stay updated with Microsoft technology advancements, roadmap updates, industry trends, and best practices.
• Mentor junior team members and provide technical guidance for complex support issues.

Expertise You'll Bring:

• 10+ years of experience as a Microsoft 365 Administrator, M365 Support Engineer, or similar role.
• Strong hands-on experience administering and supporting Microsoft 365 environments at an enterprise scale.
• Deep expertise in Exchange Online administration, mail flow management, and troubleshooting.
• Strong knowledge of Azure Active Directory, Hybrid Identity, and Azure AD Connect.
• Experience managing On-Premises Active Directory environments and integration with cloud platforms.
• Advanced experience with Microsoft Teams administration, configuration, governance, and support.
• Strong expertise in SharePoint Online administration, site management, and user support.
• Hands-on experience with OneDrive for Business administration and governance.
• Experience implementing and supporting Single Sign-On (SSO) solutions and identity management frameworks.
• Strong knowledge of Microsoft Defender technologies, security operations, threat protection, and compliance controls.
• Experience implementing Multi-Factor Authentication (MFA), Conditional Access, and Zero Trust security principles.
• Proven experience executing Microsoft 365 migration projects including Tenant-to-Tenant and Hybrid migrations.
• Strong PowerShell scripting and automation capabilities.
• Experience in incident management, problem management, change management, and root cause analysis.
• Knowledge of Microsoft 365 governance, compliance, reporting, and operational best practices.
• Experience creating service dashboards, operational reports, and performance metrics.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication, stakeholder management, and customer-facing skills.
• Ability to work independently, prioritize multiple assignments, and manage critical production issues.
• Good understanding of ITIL processes, SLA/KPI management, and managed services operations.
• Strong commitment to continuous learning and adoption of emerging Microsoft technologies.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.