# IT Operations Lead **Company**: Shell **Location**: Bangalore, RMZ-ECO WORLD **Job type**: full-time **Category**: IT **Industry**: Technology **Apply**: https://shell.wd3.myworkdayjobs.com/en-US/ShellCareers/job/Bangalore-RMZ-ECO-WORLD/IT-Operations-Lead---M365_R213163-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/it-operations-lead-02322de9-21c/ ## Description 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. **Key Responsibilities:** - 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. **Requirements:** - Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related field. - At least 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 knowledge of Microsoft Message Center, Service Health monitoring, and end-user service communications. - Experience with Microsoft 365 Guest Access, third-party integrations, and enterprise collaboration services. - Demonstrated expertise in IT Service Management (ITSM) processes, service integration, and supplier management. - Ability to translate technical requirements into business-focused solutions and communicate effectively with both technical and non-technical stakeholders. - Strong analytical, problem-solving, decision-making, and investigative skills. - Experience working in global, cross-functional, matrixed organizations and supporting teams across multiple time zones. - Ability to manage ambiguity, influence stakeholders, and resolve operational conflicts effectively. - Working knowledge of ITIL, DevOps, and service lifecycle management practices. - Experience leading operational improvements, automation initiatives, and continuous service optimization programs. - Willingness to participate in on-call rotations and provide support outside standard business hours. **Benefits:** - Progress as a person while working on the energy transition. - Continuously grow transferable skills. - Work at the forefront of technology, trends, and practices. - Collaborate with experienced colleagues. - Achieve balance in a values-led culture. - Flexible working hours and remote/mobile working possibilities. - Competitive starting salary and annual performance-related salary increase. - Paid parental leave. - Opportunity to join a diverse and inclusive organization. For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - Microsoft 365 Messaging Services - Scripting - Tenant Operations - Exchange Online - Exchange On-Premises - Exchange Online Protection (EOP) - Email Relay Services - Enterprise Vault - Microsoft Entra ID (Azure AD) - Microsoft 365 license administration - Azure AD Groups - Microsoft 365 Groups - IT Service Management (ITSM) - DevOps - ITIL ### Nice to have - ITIL Foundation or higher certification - Microsoft 365 Certified: Enterprise Administrator Expert - PowerShell scripting and automation - AI-driven operations (AIOps) - Intelligent Operations - automation solutions - digital transformation - operational excellence - cloud modernization initiatives - enterprise retention - archiving - email compliance solutions --- Source: [Apply at shell.wd3.myworkdayjobs.com](https://shell.wd3.myworkdayjobs.com/en-US/ShellCareers/job/Bangalore-RMZ-ECO-WORLD/IT-Operations-Lead---M365_R213163-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)