IT Operations Lead – M365

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What’s the role

The IT Operations Lead is end-to-end responsible for the support and delivery of the M365 Operations to the Information & Digital Services Operations (IDSO) organisation. They will manage in-house operations as well as multiple suppliers supporting Shell to ensure issues and problems are resolved end to end. The Operations Lead additionally acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels.

Provide superior technical advice for changes to application architecture design. Guide and advise others being the subject matter expert in technical / operational aspects. Assist with supportability and transition activities of enhancements and new projects. Provide management information and reporting for the service.

What you’ll be doing

• Lead the end-to-end operations, support, and service delivery of Microsoft 365 services, ensuring high availability, performance, and compliance with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Manage and oversee Microsoft 365 tenant operations, including Messaging Services, Scripting, Exchange Online, Exchange On-Premises, Exchange Online Protection (EOP), Email Relay Services, and Enterprise Vault.
• Act as the primary escalation point for service-related incidents, problems, and service degradation between business stakeholders, IT teams, and third-party service providers.
• Drive incident, problem, and change management activities to ensure timely resolution, root cause analysis, and continuous service improvement.
• Provide technical leadership and subject matter expertise on Messaging, Tenant Operations, Microsoft 365 administration, and platform supportability.
• Support solution architecture reviews by providing technical and operational recommendations for system enhancements, integrations, and new projects.
• Lead supportability, transition, and operational readiness activities for new services, enhancements, and projects.
• Monitor Microsoft Message Center and Service Health dashboards, assess service impacts, and coordinate user communications for planned and unplanned service events.
• Collaborate with architecture, delivery, planning, and supplier teams to ensure operational excellence and seamless service delivery.
• Drive automation, DevOps adoption, and Intelligent Operations initiatives to improve efficiency, reduce manual effort, and enhance service reliability.
• Analyze and approve new service integrations, ensuring alignment with technical standards, security requirements, and best practices.
• Ensure compliance with information security policies, IT controls, regulatory requirements, and audit standards across all supported services.
• Support global operations through participation in after-hours support activities, major incident management, and on-call rotations as required.

What you bring

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or anything related.
• Atleast 8 years of experience supporting enterprise collaboration platforms, messaging systems, or Microsoft 365 services within large, complex, and geographically distributed organizations.
• Expert-level knowledge of Microsoft 365 Messaging Services, Scripting, and Tenant Operations.
• Hands-on experience managing Exchange Online, Exchange On-Premises, Exchange Online Protection (EOP), and hybrid messaging environments.
• Strong understanding of Microsoft Entra ID (Azure AD), Microsoft 365 license administration, Azure AD Groups, and Microsoft 365 Groups.
• Experience supporting hybrid cloud environments and integrating cloud services with on-premises infrastructure.
• Proven experience in troubleshooting, incident management, problem management, and service restoration activities.
• Strong knowledge of Microsoft Message Center, Service Health monitoring, and end-user service communications.
• Experience with Microsoft 365 Guest Access, third-party integrations, and enterprise collaboration services.
• Demonstrated expertise in IT Service Management (ITSM) processes, service integration, and supplier management.
• Ability to translate technical requirements into business-focused solutions and communicate effectively with both technical and non-technical stakeholders.
• Strong analytical, problem-solving, decision-making, and investigative skills.
• Experience working in global, cross-functional, matrixed organizations and supporting teams across multiple time zones.
• Ability to manage ambiguity, influence stakeholders, and resolve operational conflicts effectively.
• Working knowledge of ITIL, DevOps, and service lifecycle management practices.
• Experience leading operational improvements, automation initiatives, and continuous service optimization programs.
• Willingness to participate in on-call rotations and provide support outside standard business hours.

Additional Qualifications but not mandatory:

• ITIL Foundation or higher certification.
• Microsoft 365 Certified: Enterprise Administrator Expert or related Microsoft certifications.
• Experience with PowerShell scripting and automation within Microsoft 365 environments.
• Exposure to AI-driven operations (AIOps), Intelligent Operations, and automation solutions.
• Experience leading digital transformation, operational excellence, or cloud modernization initiatives.
• Knowledge of enterprise retention, archiving, and email compliance solutions such as Enterprise Vault.

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and
• international teams.
• Gain access to a wide range of training and development programmes.

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

IMPORTANT NOTE: After you submit your application, you will receive an email providing a link to an online assessment that is a mandatory part of the process. The email will come from HireVue - please check your spam/junk mailbox if you do not see the email. Once completed, your application will be reviewed to determine next steps. Thank you for your interest in Shell.

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Shell India

Shell is a diversified energy company in India with 13,000 employees, and presence in Integrated Gas, Downstream, Power, Renewable and Upstream. Additionally, we have deep capabilities in R&D, digitalisation, and business operations.

Our global strategy, Powering Progress, is designed to generate value for our shareholders, customers, and the wider society, and focuses on creating more value with less emissions. The strategy supports our purpose of providing more and cleaner energy solutions, with the aim of profitably transforming Shell into a net-zero emissions energy business by 2050. As India moves towards its target of net-zero emissions by 2070, Shell India aims to play a leading role in securing vital energy for today, while investing in, and helping to build, the energy system of the future through strategic investments in the country.

Our Lubricants business serves over 50,000 consumers through a strong network of over 200 distributors, and operates an end-to-end value chain that spans conceptualization, development, and production at a world-class blending plant at Taloja. Through our 350-plus retail stations, we offer an integrated mobility experience including fuels, cafes, and convenience stores, with a prominent network of EV recharging facilities.

Shell owns and operates a LNG re-gasification terminal at Hazira, Surat, with a capacity of 5 MTPA and a LNG truck-loading unit that plays a crucial role in helping meet India’s growing demand for gas across sectors. In 2022, Shell acquired Sprng Energy in a $1.55 billion deal to build an integrated energy transition business in the country. Sprng is a leading renewable energy company in India which develops and manages solar, wind, and hybrid power generation facilities and infrastructure.

Our three capability centres across Bangalore and Chennai serve as a technology and innovation powerhouse for Shell globally, working as a delivery engine for core technical, digital, and finance processes: pioneering digital innovation and cutting-edge technologies across the energy sector. We also have strong academic partnerships and collaborations with leading universities and technology institutes to accelerate decarbonization efforts within the energy sector.

We are committed to positively contributing to the communities in which we operate through programmes on STEM Education, Skilling, and Livelihood across India. We nurture and invest in startups developing initiatives focused on accelerating energy innovation through programs such as Shell E4 and Shell Eco-marathon. We also have strategic investments in new energy companies such as Husk Power, d.light, Orb Energy, and Cleantech Solar

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