Sr. M365 & Messaging Analyst
Chubb · Philippines
Provide effective and timely technical support to business users and stakeholders across messaging and Microsoft 365 services.
Administer, support, and help optimise the organisation’s Messaging and Microsoft 365 environment, including Exchange Server, Exchange Online, Teams, OneDrive, Active Directory, Intune, Entra ID, and related services.
Act as a senior escalation point and technical subject matter expert for complex incidents, service requests, and problem investigations.
Diagnose complex and systemic issues, identify root causes, and drive resolution in partnership with internal teams, vendors, and Microsoft support where required.
Monitor and manage the team’s ServiceNow queue, ensuring tickets are progressed, prioritised, documented, and resolved in line with business expectations.
Respond professionally to client and stakeholder support requests, tailoring communication to technical teams, business customers, and senior management.
Define, maintain, and evolve technical standards, operational procedures, knowledge articles, testing documentation, and support runbooks.
Create and maintain detailed process documentation in appropriate collaboration channels, including Microsoft Teams and other knowledge repositories.
Prepare regular and ad hoc reporting for team management, including service health, operational performance, incident trends, and progress against key activities.
Participate in Change Advisory Board meetings and contribute to change planning, risk assessment, implementation, and post-change validation.
Support messaging and Microsoft 365 projects, migrations, service improvements, governance activities, and automation initiatives.
Provide mentorship, guidance, and knowledge transfer to new starters and other team members as required.
Participate in a 24x7 on-call rota and provide after-hours support when required to meet business needs.
Travel occasionally to other offices as required.