Sr Technical Lead (Support & Operations)

Job description

Role Summary The M365, Messaging, Collaboration & EUC Platform Engineer will provide 24x7 operational support across Microsoft 365, Exchange, SharePoint, Teams, Purview, Entra App Proxy, Google Workspace, Slack/Tencent Messaging, Eptura, Dropbox/Box, Notion, Power Platform, AvePoint Cloud Governance, ShareGate, Cisco Email Security Appliance, GFI Fax & SMS Gateway, and custom C#/PowerShell jobs. The role will support platform stability, user lifecycle, access and permissions, email and collaboration services, governance, service health monitoring, incident/problem/change management, vulnerability remediation coordination, vendor escalation, automation, reporting, and operational documentation. Key Responsibilities Key Responsibilities 1. Messaging, Exchange & Email Security Administer and support Exchange On-Premises and Exchange Online services, including mailbox, distribution list, shared/resource mailbox, permissions, retention-related requests, and mail-enabled objects. Troubleshoot mail flow, delivery failures, Outlook/OWA connectivity, calendar, free/busy, autodiscover, mobile access, and message trace-related incidents. Support Cisco Email Security Appliance operations including whitelisting/blacklisting, mail flow investigation, spam/quarantine support, and security gateway escalations as per approved process. Support GFI Fax & SMS Gateway operations including user/request support, service monitoring, incident triage, and vendor escalation coordination. Coordinate with security, identity, network, and application teams for email security, authentication, routing, and policy-impacting issues. 2. Microsoft 365 Collaboration Services Provide operational support for Microsoft 365 Office Applications, Exchange Online, SharePoint Online, OneDrive for Business, Teams, Copilot, Viva, and Purview. Support user access, license assignment validation, service health monitoring, service advisories, tenant configuration support, and end-user collaboration issues. Troubleshoot issues related to Teams, OneDrive sync, SharePoint access, M365 application access, Copilot availability/access issues, and Viva module access where applicable. Support Purview-related operational activities such as DLP, retention, audit, and data governance coordination based on GIC-defined policies. Coordinate with Microsoft support for service outages, critical incidents, escalations, and platform advisories. 3. SharePoint On-Premises & SharePoint Online Administer and support SharePoint On-Premises and SharePoint Online sites, site collections, libraries, lists, access requests, and permissions. Troubleshoot site availability, document library, permission inheritance, search, workflow, storage, and performance-related issues. Coordinate backup/restore, patching, vulnerability remediation, maintenance, and infrastructure-level dependencies with respective resolver groups. Support ShareGate activities for migration, reporting, assessment, and operational tasks as per approved change and project processes. Maintain SharePoint SOPs, configuration documentation, runbooks, and operational knowledge articles. 4. SaaS Collaboration & Productivity Platforms Administer and support Google Workspace, Slack/Tencent Messaging, Eptura, Dropbox/Box, and Notion in line with defined operational procedures. Support user provisioning/deprovisioning, group/channel/workspace access, folder/site/page permissions, external sharing controls, and service requests. Troubleshoot collaboration platform access, sync, sharing, authentication, notification, integration, and client-side issues. Coordinate with platform vendors/OEMs for L3 support, service incidents, platform defects, and escalations. Support usage reporting, license utilization, operational governance, and adoption reporting for in-scope collaboration platforms. 5. Power Platform, AvePoint, Entra App Proxy & Automation Administer Power Platform environments, tenant settings, DLP policies, gateways, platform health, usage, and capacity monitoring. Support AvePoint Cloud Governance operations including service requests, governance workflows, access/governance support, and vendor coordination. Monitor and support Microsoft Entra App Proxy service availability, connector status, application access, and vulnerability remediation coordination. Maintain and support approved custom scripts/jobs developed in C# and PowerShell, including job monitoring, failure triage, minor enhancements, and documentation. Use PowerShell/C# scripting to improve reporting, operational automation, standard checks, and repetitive administrative tasks. 6. 24x7 Operations, ITSM & Service Continuity Provide 24x7 operational support through shift-based coverage, in Skill Requirements Good-to-Have Skills Experience with migration tools and operational reporting using ShareGate and AvePoint Cloud Governance. Experience with service health monitoring, vulnerability coordination, platform patching, and security baseline alignment. Experience supporting regulated environments with DLP, retention, audit, and external sharing governance requirements. Experience coordinating with Microsoft, Slack, Dropbox/Box, Google, Notion, Eptura, Cisco, and other vendors for escalations and service-impacting incidents. Strong documentation, reporting, stakeholder communication, and cross-functional coordination skills. Key Deliverables / Expected Outcomes Stable 24x7 operational support across M365, messaging, collaboration, SaaS, governance, and automation platforms. Timely incident resolution, service request fulfillment, escalation, and shift handover. Accurate monitoring and reporting for service health, platform availability, ticket trends, usage, licenses, and operational risks. Reduced recurring incidents through RCA inputs, known error documentation, automation, and process improvement recommendations. Updated SOPs, runbooks, configuration documents, troubleshooting guides, and knowledge articles. Effective coordination across security, identity, network, infrastructure, application, and vendor/OEM teams. Compliance with change management, access governance, vulnerability remediation, and service continuity requirements. Role Fit This revised single JD is suitable for the GIC SD/EUC collaboration and productivity scope where Microsoft 365, Exchange, SharePoint, SaaS collaboration platforms, gateways, Power Platform, governance tools, migration tools, and custom scripts are grouped under one 24x7 operational support role. Source context: Prepared after rechecking the EUC SOW technology list and related workshop scope, then consolidating the complete tech Other Requirements Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies.