Senior Specialist - Cloud & Infra Management

Senior Specialist - Cloud & Infra Management

Technology Landscape Tools full skill

Exchange Email Hybrid

Exchange Online and Exchange hybrid Exchange Online onpremises Exchange

Exchange Admin Center EAC Microsoft 365 Admin Center Exchange Online PowerShell

Microsoft Defender for Office 365 Cloudflare Email Security FortiMail

Retarus Fax2Mail Mail2Fax F5 IP allowlisting

Outlook Desktop Outlook on the web SPF DKIM DMARC diagnostics

Microsoft Teams

Microsoft Teams Teams Admin Center

Teams meetings channels chat notifications and external guest access

Microsoft Teams Rooms MTR and meetingroom devices

Teams meeting recording and screensharing policies

Common

ServiceNow ITSM

BAND P4 Tower Lead Specialist Lead L2 L3 interface 812 years

The Communication Messaging Tower Lead Specialist Band P4 leads the email messaging and Teams skill for Knaufs Digital Workplace Services owning BAU delivery SLAs CSAT and continuous improvement acting as the primary interface to Knauf Level 3 and stakeholders and designing the SOPs and tooling that underpin the service

Tools Technology Exposure

Expert designandgovern level command of the landscape including configuration standards automation and reporting tooling

Handson Experience Required

Deep expertise and deliveryleadership experience typically 812 years in

Exchange hybrid mail flow transport rules connectors and hybrid routing

Mailbox and sharedmailbox administration Exchange Online PowerShell

Email security and quarantine handling Defender Cloudflare FortiMail SPF DKIM DMARC

Microsoft Teams administration membership ownership policies and entitlements

Teams meetings channels and chat troubleshooting Teams Rooms MTR support

Typical experience 812 years

Key Activities Responsibilities

Owns delivery of the full operational scope across this skill see Band P2 As lead the P4

Owns endtoend BAU delivery SLAs CSAT and quality for the skill

Drives problem management trend analysis and continuous service improvement CSI

Is the primary interface with Knauf L3 service owners and stakeholders manages escalations

Provides governance and reporting inputs monthly operational reviews and capacity skills planning

Designs and standardises SOPs process and tooling leads change management

Coaches allocates work to and oversees the performance of P2 P3 engineers

Certifications Qualifications

ITIL 4 Foundation is expected across all bands Managing Professional desirable at P4 Strategic Leader desirable at P5 Product certifications scale with band associate at P2 specialty at P3 expert at P4 architect at P5 Relevant certifications for this skill

MS203 Microsoft 365 Messaging Administrator

MS700 Teams Administrator

SC300 Identity Access Administrator

MS721 Collaboration Communications Systems Engineer Microsoft Defender for Office 365