• Lead a team of support technicians in providing exceptional technical support and issue resolution for Microsoft 365 environments.• Manage and prioritize support tickets, ensuring timely response and resolution according to defined SLAs.• Conduct root cause analysis to identify and address underlying issues, implementing preventive measures to minimize future incidents.• Mentor and provide technical guidance to support technicians, fostering their professional growth and ensuring high-quality customer service.• Establish and maintain effective relationships with customers, ensuring their satisfaction and addressing any concerns or escalations.• Develop and implement support processes, documentation, and knowledge base articles to enhance the efficiency and effectiveness of support operations.• Coordinate with vendors and Microsoft support resources to escalate and resolve critical issues, ensuring prompt and effective resolutions.• Stay up to date with the latest Azure & Microsoft 365 features, updates, and best practices, sharing knowledge and insights with the support team and customers

• Actively monitored Microsoft Sentinel, for suspicious activity across networks, servers, endpoints, and cloud applications.• Investigated and managed security incidents by identifying, containing, and eradicating threats using Microsoft Defender for Endpoints, minimizing impact and downtime.• Analyzed threat intelligence feeds to identify emerging risks, leveraging Microsoft Defender for Identity and cloud app security solutions to mitigate potential threats proactively.• Conducted in-depth analysis of logs from systems, applications, network devices, and Microsoft Defender tools to identify unusual behavior.• Evaluated and addressed vulnerabilities in systems and applications, collaborating with IT and DevOps teams to ensure timely patching and updates via Microsoft Defender, and Identity Protection policies.• Performed forensic investigations to assess security breaches, using endpoint security tools like Microsoft Defender for Endpoints to determine threat origin and remediation actions.• Documented incidents and findings, producing detailed reports for stakeholders to drive informed security decisions, leveraging data from network security and cloud security tools.• Used Kusto Query Language (KQL) to write advanced hunting queries to identify threats and automate responses.• Ensured compliance with regulatory requirements and security standards (e.g., GDPR, ISO/IEC 27001) throughout the SDLC• Partnered with IT and DevOps teams to integrate secure coding practices and enhance infrastructure security, leveraging Microsoft Defender for Cloud App Security and endpoint protection.• Conducted security awareness sessions for employees to educate them on best practices, reducing human error, and mitigating insider threats through Identity Protection tools.• Configured and fine-tuned security tools, including firewalls, IDS/IPS, and Microsoft Defender, to maintain a strong security posture and provide comprehensive endpoint and network protection.

• Provide second-level support and escalations to the Microsoft product group.• Engage Microsoft Support Escalation Engineer on critical technical issues and technical roadblocks for Microsoft 365 services infrastructure (Microsoft Teams, Skype for Business, Exchange Online, SharePoint Online/OneDive, and Azure Active Directory)• Train and coach Level 1 & 2 engineers globally to understand advanced O365 tools, communication and collaboration tools (MS Teams), and best practices for effective customer support and delivering excellent services to clients.• Review each engineer’s tasks and provide a technical action plan to drive tickets to closure.• Develop and document best practices for supporting Microsoft Teams and Exchange Online workload and assist with developing an appropriate support model.• Regularly update intranet content as new features appear.• Provide required education and documentation to guide clients in the effective use of Microsoft 365 services and tools for effective and seamless communication and collaboration using OneDrive for file sharing and Microsoft Teams

• Help administrators review Azure Identity Protection reports (Risky Users, Riskyworkload identities, Risky sign-ins and Risk detection)• Guide administrators on best practice on monitoring the availability of systemsand responding to alerts• Managed M365 DLP Portal (classify and protect sensitive data with DLP rules)• Help administrator to implement just-in-time (JIT) access to Azure resources andcloud applications• Help administrators review VM update assessments in Azure Update Managementportal and Defender for cloud recommendation.• Assist administrator to enforce multi-factor authentication (MFA) and complexpasswords• Worked with other third party integrated security features in azure e.g Palo-altoPrisma cloud, Rapid-7 Vulnerability assessment scanner etc.• Help customer plan security around Azure DevOps pipelines, Saasand IaaS workloads• Help administrators Onboard Endpoints to Defender for Endpoint and Defenderfor Cloud• Help administrators to identify risks and vulnerability reported in Azure securitycenter• Assist administrators on best practice to perform security assessment on aproposed Azure AD structure

• Taking ownership of customer issues reported and seeing problems through to resolution• Researching, diagnosing, troubleshooting, and identifying solutions to resolve Microsoft 365 issues• Act as the primary technical contact, deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management.• Track M365 issues through to resolution, within agreed time limits.• Talk clients through a series of actions, either via phone, email, or chat, until they have solved a technical issue• Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems.• Document issue resolution and technical knowledge in the form of notes and manuals

• Installation and integration of new server hardware and application• Support, configure, maintain and upgrade network and in-house server• Set up a domain controller, create users account and group on the domain• Local area network (LAN) establishment for computers and printer• Installation and maintenance of intercom table telephone for internal communication• Monitoring network performance; availability, utilization and latency• Ensure network security and connectivity• Perform data backups and run updates on the computers• Network, Hardware and Software troubleshooting