Key Responsibilities
• Provide L2/L3 support for mail services in the region, including incident triage, troubleshooting, and
resolution.
• Manage mail-related service requests (provisioning, configuration changes, access, routing, and policy
enforcement).
• Perform root-cause analysis for recurring mail issues and implement corrective/preventative actions.
• Execute and validate changes (maintenance, configuration updates, and migrations) following change
governance.
• Maintain operational documentation, runbooks, and knowledge articles.
• Collaborate with identity, network, security, and endpoint teams to resolve cross-domain issues.
• Monitor service health and capacity; take proactive measures to prevent incidents.
• Support audit and compliance requirements for mail systems (retention, eDiscovery, security controls).
Required Qualifications / Skills
• Strong troubleshooting skills for enterprise email systems and mail flow.
• Knowledge of Exchange Online / hybrid mail concepts and supporting components (DNS, SMTP,
certificates).
• Understanding of identity and access dependencies (e.g., authentication, conditional access concepts).
• ITSM discipline and comfort working in ticketing and on-call/escalation models.
• Ability to write clear technical documentation and communicate incident status.
Preferred Qualifications
• PowerShell skills for mail administration and automation.
• Experience with Microsoft 365 security/compliance features impacting mail (DLP, retention, transport
rules).
• Experience supporting multi-geo or multi-tenant environments.
Experience
• 4+ years in messaging/email engineering or platform support.
• Experience in enterprise operations with change and incident management.
Working Model & Coverage (template)
• Region: Brazil
• On-call/after-hours: As required for major incidents and planned changes
• Collaboration: Works closely with Service Management, Security, Network, Identity, and Vendor partners