Operations Analyst (Messaging)

Job Summary: We are seeking a highly skilled and motivated Operations Analyst (IT Ops Analyst V) to join our Operations department. The ideal candidate will be responsible for performing the analysis, design, testing, documentation, and implementation of changes to IT services, solutions, and processes. This role involves providing support for email, Exchange, web mail, messaging, and other related services. The Operations Analyst will support multiple complex IT services/processes across various functional areas and locations.

Key Responsibilities:

• Provide Level 1, Level 2, and Level 3 support for Office 365 services, including Exchange Online, Outlook, and other email-related services.
• Manage user mailbox quotas, support legal discovery, regulatory compliance, and other auditing and reporting activities.
• Coordinate with JCI configuration of Microsoft ISA firewalls to front-end OWA, Outlook over HTTPS, and SharePoint portal.
• Provision new user/shared mailboxes in Office 365 and configure resource mailbox options.
• Handle spam blocking, rules modifications, and email flow-related issues.
• Resolve Outlook connection issues, calendar issues, and email flow-related issues.
• Address external users' mail flow issues and Office 365 groups issues.
• Manage spam filtering, whitelisting domains or IP/senders, and archive email issues.
• Provide support for ADFS issues and troubleshooting AAD connect errors.
• Ensure compliance with Office 365 security protocols, including Azure Information Protection, Advanced Threat Protection, and Exchange Online Protection.
• Set up AAD connect to sync on-premise AD with Azure AD and troubleshoot AAD connect errors.
• Provide support for Tasks, People, Calendar, Teams, Messaging, etc.
• Qualifications:
• University degree in a relevant field or equivalent combination of education and experience.
• 5-6 years of experience in IT operations, with a focus on email, Exchange, web mail, messaging, and related services.
• Strong analytical, design, testing, documentation, and implementation skills.
• Excellent problem-solving abilities and experience in resolving medium-high complexity items.
• Ability to support multiple complex IT services/processes across various functional areas and locations.
• Familiarity with Office 365 services, Exchange Online, Outlook, and other email-related services.
• Knowledge of Office 365 security protocols and AAD connect.
• Strong communication and collaboration skills.

Additional Information:

• No direct reports.
• Support includes multiple countries/locations.
• Rotating on-call for operational issues