, India
Job Family Group:
Information Technology (IT)
Worker Type:
Regular
Posting Start Date:
November 11, 2026
Business Unit:
Information & Digital Technology
Experience Level:
Experienced Professionals
Job Description:
What’s the role
The IT Operations Lead is end-to-end responsible for the support and delivery of the M365 Operations to the Information & Digital Services Operations (IDSO) organisation. They will manage in-house operations as well as multiple suppliers supporting Shell to ensure issues and problems are resolved end to end. The Operations Lead additionally acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels.
Provide superior technical advice for changes to application architecture design. Guide and advise others being the subject matter expert in technical / operational aspects. Assist with supportability and transition activities of enhancements and new projects. Provide management information and reporting for the service.
What you’ll be doing
Lead the end-to-end operations, support, and service delivery of Microsoft 365 services, ensuring high availability, performance, and compliance with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Manage and oversee Microsoft 365 tenant operations, including Messaging Services, Scripting, Exchange Online, Exchange On-Premises, Exchange Online Protection (EOP), Email Relay Services, and Enterprise Vault.
Act as the primary escalation point for service-related incidents, problems, and service degradation between business stakeholders, IT teams, and third-party service providers.
Drive incident, problem, and change management activities to ensure timely resolution, root cause analysis, and continuous service improvement.
Provide technical leadership and subject matter expertise on Messaging, Tenant Operations, Microsoft 365 administration, and platform supportability.
Support solution architecture reviews by providing technical and operational recommendations for system enhancements, integrations, and new projects.
Lead supportability, transition, and operational readiness activities for new services, enhancements, and projects.
Monitor Microsoft Message Center and Service Health dashboards, assess service impacts, and coordinate user communications for planned and unplanned service events.
Collaborate with architecture, delivery, planning, and supplier teams to ensure operational excellence and seamless service delivery.
Drive automation, DevOps adoption, and Intelligent Operations initiatives to improve efficiency, reduce manual effort, and enhance service reliability.
Analyze and approve new service integrations, ensuring alignment with technical standards, security requirements, and best practices.
Ensure compliance with information security policies, IT controls, regulatory requirements, and audit standards across all supported services.
Support global operations through participation in after-hours support activities, major incident management, and on-call rotations as required.
What you bring
Bachelor's Degree in Information Technology, Computer Science, Information Systems, or anything related.
Atleast 8 years of experience supporting enterprise collaboration platforms, messaging systems, or Microsoft 365 services within large, complex, and geographically distributed organizations.
Expert-level knowledge of Microsoft 365 Messaging Services, Scripting, and Tenant Operations.
Hands-on experience managing Exchange Online, Exchange On-Premises, Exchange Online Protection (EOP), and hybrid messaging environments.
Strong understanding of Microsoft Entra ID (Azure AD), Microsoft 365 license administration, Azure AD Groups, and Microsoft 365 Groups.
Experience supporting hybrid cloud environments and integrating cloud services with on-premises infrastructure.
Proven experience in troubleshooting, incident management, problem management, and service restoration activities.
Strong…