About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Role Purpose
We are looking for a An M365/Antivirus/Windows Patching L3 Engineer who can manages and troubleshoots Microsoft 365 services, endpoint security, and Windows operating systems, handling escalations from L1/L2 support. Key responsibilities include patch deployment and compliance, security configuration (like Intune and Antivirus), incident resolution, user support, and proactive maintenance of systems and infrastructure. This role requires expertise in M365 applications, identity management (Entra ID), endpoint security tools, and a deep understanding of patch management processes for Windows environments.
Key Responsibilities / Accountabilities
- 5+ years of experience in L3 support or Systems Administration.
- Strong expertise in M365 ecosystem and Windows Server environments.
- Proficiency in PowerShell scripting and automation.
- Experience with patch management tools (WSUS, SCCM, ConnectWise).
- Familiarity with AV platforms and cybersecurity tools.
- Excellent problem-solving and communication skills.
- Experience in MSP environments is a plus. Manage, maintain, and support Windows servers and systems at L2 levels.
- Perform system monitoring and ensure the integrity and availability of hardware, server resources, systems, and key processes.
- Troubleshoot and resolve advanced system issues, including performance bottlenecks, system failures, and security vulnerabilities.
- Administer Active Directory, Group Policy, and other critical server roles and services.
- Implement and manage backup and recovery strategies.
- Work closely with the IT team to design and implement system enhancements and optimizations.
- Ensure timely installation of patches and updates to maintain system security and compliance.
- Develop and maintain technical documentation and standard operating procedures.
- Provide Tier-2 and Tier-3 support for Microsoft 365 services including Exchange Online, Teams, SharePoint Online, and OneDrive for Business.
- Create, manage, and maintain user accounts, mailboxes, licenses, and groups in Microsoft 365 and Entra ID (Azure AD).
- Troubleshoot and resolve M365-related issues such as mail flow, mailbox access, sync errors,
- Teams and SharePoint permissions, and OneDrive storage or sharing problems.
- Proactively monitor M365 service health and respond to alerts and incidents to minimize service disruptions.
- Identity & Access Management (IAM)
- Manage user authentication and authorization via Microsoft Entra ID and Azure Active Directory.
- Troubleshoot login issues, account lockouts, MFA-related problems, and enforce conditional access policies.
- Implement and support Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control measures using Microsoft best practices.
- Support and maintain Entra ID synchronization with on-premises AD through Azure AD Connect.
- Security & Compliance
- Implement and manage Microsoft 365 security features such as DLP (Data Loss Prevention), retention policies, and compliance configurations.
- Configure and maintain Microsoft Intune for endpoint enrolment, device compliance, and policy enforcement.
- Monitor and improve the organization’s Microsoft Secure Score, taking proactive steps to enhance the overall M365 security posture.
- Ensure continuous alignment with corporate security policies and industry best practices for M365 and endpoint protection.
- Licensing, Reporting & CSP Coordination
- Work closely with the CSP (Cloud Solution Provider) partner to manage license allocation, monitor usage, and conduct regular audits.
- Identify opportunities for license optimization, consolidation, or reallocation to ensure cost effectiveness and compliance.
- Assist in securing eligible benefits, offers, and promotional credits from Microsoft or CSPs.
- Generate usage and adoption reports to support strategic decisions and improve ROI on M365 investments.
- Incident, Request & Change Management
- Analyse, triage, and resolve user-reported incidents and service requests within defined SLA targets.
- Document root cause analysis and implement preventive actions for recurring issues.
- Collaborate with L1 support, internal IT teams, and Microsoft Premier Support (or equivalent) for escalations and technical resolution.
- Follow ITIL-compliant processes for change management, including configuration updates and environment changes.
- Software Management:
- Install, configure, and manage various antivirus (AV) software and endpoints (computers, servers, devices).
- Policy Enforcement:
- Develop, implement, and enforce AV policies to protect organizational data and systems.
- Threat Monitoring:
- Monitor systems and networks for security threats, vulnerabilities, and unusual activity.
- Malware Detection:
- Perform regular scans to detect and remove malware and other malicious software.
- Updates & Configuration:
- Ensure that antivirus software and its definitions are up to date and properly configured.
- Incident Response:
- Investigate security incidents and breaches, identify root causes, and develop corrective action plans.
- System Health:
- Monitor the overall health and security of systems and provide reports to management.
- User Education:
- Provide training and awareness programs to employees on security policies and safe computing practices.
- Collaboration:
- Work with other IT teams, such as networking, operations, and service desk, to implement security measures and policies.
- L3 Support to manage and maintain
- centralized services, OEM, Vendor and other support.
- Remote support for all escalated or forwarded incidents by the onsite support staff & alerts generated by Monitoring solutions.
Soft Skills
Excellent verbal and written communication skills to interact effectively with users and document issues clearly.
Strong knowledge of Windows and Mac operating systems, Microsoft Office suite, Outlook, and common desktop applications.
Demonstrated ability to identify, diagnose, and resolve technical issues efficiently.
A strong commitment to providing excellent customer service and a high level of user satisfaction.
Familiarity with the ITIL framework and its associated concepts, such as incident management and service catalog management.
Qualification Certifications
Bachelor’s degree in IT, Computer Science, or related field.Microsoft certifications (e.g., MS-900, MD-102) are a plus.
