Operations & Service Management

• Resolve incidents and service requests within defined SLAs.
• Follow ITIL Incident, Problem, Change and Request Management processes.
• Support major incident investigation, service restoration and root-cause analysis activities.
• Maintain runbooks, operational documentation, incident records and shift handover notes.
• Coordinate with L1/L3, Identity, Security, Network, Endpoint and Application teams.
• Escalate complex service, tenant-level and platform issues to L3 or Microsoft support.
• Ensure effective APAC–EMEA–NLAM follow-the-sun handovers.

Required Skills:

• 3-6 years hands-on experience administering Microsoft 365 enterprise environments.
• Working knowledge of Exchange Online, mail flow, mailbox administration and permissions.
• Experience supporting Microsoft Teams, SharePoint Online and OneDrive.
• Knowledge of Microsoft 365 Admin Center, Exchange Admin Center and Teams Admin Center.
• Understanding of Microsoft Entra ID, user/group management, licensing and authentication fundamentals.
• Experience with incident troubleshooting, service health monitoring and change execution.
• Knowledge of PowerShell for Microsoft 365 administration and troubleshooting.
• Experience with ServiceNow or equivalent ITSM tools and ITIL processes.
• Strong communication and coordination skills in a 24x7 production support environment.

Preferred Skills:

• Microsoft 365 Certified: Administrator Expert certification.
• Experience with Exchange hybrid environments and mailbox migrations.
• Knowledge of Microsoft Graph PowerShell and administrative automation.
• Exposure to Microsoft Purview, retention policies and compliance administration.
• Experience with enterprise monitoring, reporting and Microsoft 365 service management.

Location / Support Model:

Global 24x7x365 support across APAC, EMEA and NLAM, working in a rotational shift-based, follow-the-sun operating model.

Why Gruve

At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.

Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.