Exchange SME

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  • Posted 8 months ago


Role Description

                                                    Last Updated October 2019                                                                          




Service Operations Technology



Exchange SME Team Lead

Corporate Title:



Local Grade (if applicable):



Role typically reports to:


Head of Service Operations – Email & CM


Role Summary


The Email Service Operations team are responsible for the day to day support of the end users platform for the banks global email environment.  Working closely with the other platform towers, such as mobility, desktop, voice systems, email, collaboration, unified communications and audio visual. 


The main tasks of the Exchange SME Team Lead is the daily management / operation of the Exchange Infrastructure and associated resources.  Monitoring and tracking activities, analyzing issues, request fulfillment, incident management, resolution of issues and conflicts, proactive improvements and automation within the environment and running reports and attending meetings.



Role Responsibilities


·       Day to day management of the Exchange SME resources, including regular 1-2-1’s to ensure ownership of tasks, managing annual leave for the team ensuring coverage is available for the various regions and managing resources for planned work / projects.

·       Management of the Exchange environment, mixture of vendor managed and on-premises.

·       Management and delegation of out of hours / weekend work.

·       Attending meetings such as Governance, Service Delivery, Operational, Capacity etc… and taking ownership for actions.

·       Ensuring the team are performing monitoring, escalation, incident handling, change processing, firewall checks, standard reporting, monthly consumption analysis and reporting, Service Management functions, developing and maintaining Knowledge Articles and Governance.

·       Follow all guidelines and controls for each process to ensure compliance and quality.

·       Track the implementation of resolution tasks; collect, interpret and respond to changes in production data as appropriate; provide regular and reliable reporting of relevant data to meet management requirements.

·       Understand thoroughly the end to end application support process and escalation procedures and become fully conversant with all support tools that will be used to provide effective support in the relevant area.

·       Provide input and contribute in any and all product or service related audits.

·       Proactively engage Major Incident Management and maintain effective communications with stakeholders during downtime events.  Assist with resolution efforts and perform root cause analysis as needed on major incidents.

·       Engage with other Service Management groups such as Engineering and Application Vendors, to understand new business requirements being introduced to the environment. 

·       Identify risks, issues and product defects related to applications and/or services and drive their resolution.

·       Ability to work remotely for DR and BCM events.

·       Working with internal Teams and external Vendors

·       Drive projects related to

o   Process improvement

o   Proactive operational and infrastructure risk mitigation

o   IT Audit requirements

·       People skills

o   Transparent Team Work

o   Structured upward & downward communication

o   Training skills

·       Communication skills

o   Good command in English

o   Ability to work with diverse global teams

·       Effective Multitasking and reporting

·       Ability to learn new skills through self-learning





·       Experience of 5 to 10 years working (of which 5 years must be as L2/L3 working with Exchange and related infrastructure


·       Team Management Skills

o   Strong written and verbal communication skills.

o   Practical experience and exposure with ‘People Management’ responsibilities

o   Working knowledge of Knowledge base tools

o   ITIL incident and Problem management

o   Leadership


·       Technical Skills

o   Exchange Online, Exchange 2010, 2013, 2016

o   Exchange Online Policy, Migration, and Compliance

o   Exchange Online Addresses, Mailboxes, Archiving Management

o   Administering Exchange Online Mail Flow

o   Experience in building Exchange servers

o   Experience in Active Directory / Azure AD sync / ADFS

o   Good knowledge of Data availability group

o   Hands on experience of Exchange server patching

o   Experience on Exchange Online Protection

o   Proven experience Troubleshooting with Exchange Online in Office 365

o   Proven experience with TCP/IP networking

o   Proven experience with PowerShell

o   Working knowledge of IT applications, network infrastructure technology and the application of security components and corresponding interfaces


·       Technical Skills Non-essential

o   O365 additional applications – SharePoint Online and OneDrive

o   Virtual Data Rooms

o   DocuSign





·       Degree or higher in relevant discipline (e.g. Computer Science, Engineering).

·       Previous experience on working in Email service environment

·       Certifications: in Microsoft Technology & Messaging Systems

·       ITIL V3 foundation certification (preferred)