Senior Microsoft 365 Operations Specialist

Technical Delivery

Second Level operational support for Microsoft 365 within clearly defined boundaries:

M365 Second Level Support

Incident and service request handling Analysis of user issues (authentication, access, permissions) Troubleshooting in Teams, SharePoint, OneDrive, Outlook Documentation and structured escalation Execution of standard changes based on approved runbooks Security / Defender – Triage & Basic Response

Participate in global support reviews Work within agile delivery models (Kanban / Scrum) Review and triage of alerts and incidents Prioritization and classification Incident documentation and assignment Analysis of risky sign-ins Execution of predefined immediate actions (e.g. password reset, MFA reset, session revoke) SharePoint / Teams Support

SharePoint

Permission analysis Structure validation Management of SharePoint groups Support for minor configuration adjustments Teams

Management of team memberships and channels Permission analysis Review of apps and policies (read-only) Teams Rooms health checks Device assignment verification Teams Phone Component Monitoring Teams Telephony (Operational Support)

Assignment of phone numbers Troubleshooting call-related issues Voicemail and call forwarding adjustments Delegation and call group configuration Analysis of CQD and call logs Verification of Operator Connect and Direct Routing status Identity / Entra ID

User management Group management (non-privileged groups) Password and MFA reset Sign-in log analysis Session revoke actions Read-only Conditional Access impact analysis Enterprise Apps / App Registrations

Creation of app registrations Management of application owners Creation and renewal of secrets Certificate management (upload/renewal) Maintenance of redirect URIs Troubleshooting authentication issues Sign-in log analysis Power Platform

Troubleshooting of apps and flows Log analysis Review of sandbox environments Exchange Online

Message trace and mail flow analysis NDR analysis Quarantine review (read-only) Shared mailbox management Distribution group management Alias and SMTP address maintenance Mailbox permission management Mobile device removal Forwarding and out-of-office analysis Copilot (Support & Analysis)

Troubleshooting Copilot-related issues License status verification (read-only) Access issue analysis Review of agent logs Client-side troubleshooting Usage metrics review Labels (Sensitivity & Retention)

Analysis of labeling issues Troubleshooting encryption-related problems Retention behavior analysis Client-side label error investigation

Audit & Monitoring

Unified Audit Log analysis Service activity log review (M365 services) Teams call log analysis Use of logs for incident investigation Documentation and escalation Collaboration Services

M365 Groups

Member and owner management Group structure analysis Teams ↔ M365 Group relationship checks Planner / Loop / Search

Permission issue analysis Sync issue troubleshooting Search and indexing issue analysis