M365 Service Engineer - AVP

Barclays•Jefferson Park, NY

1d•$115,000 - $160,000•Onsite

About The Position

Embark on a transformative journey as a M365 Service Engineer - AVP. At Barclays, our vision is clear – to redefine the future of banking and help craft innovative solutions. In this role, you will join a high-performing Service Operations team responsible for the operational management, stability, and continuous improvement of Barclays' Microsoft 365, Entra ID, and Messaging platforms. As a key member of the team, you will provide operational support, ensuring the availability, security, and performance of critical collaboration and communication services across the enterprise. You will leverage your deep technical expertise in Microsoft 365, Microsoft Entra ID, Microsoft 365 Copilot/Agent 365 technologies, Exchange Online, and Proofpoint to troubleshoot complex issues, manage platform configurations, and support business-critical services. Working closely with cross-functional technology and security teams, you will help maintain a resilient, secure, and scalable environment that enables seamless productivity for colleagues across the organization. You will identify opportunities to streamline processes, reduce manual effort, and enhance service reliability through automation and modern engineering practices. Additionally, you will play an active role in implementing and supporting security controls, ensuring compliance with organizational standards, and mitigating risks across the M365 and messaging ecosystem.

Requirements

Deep technical knowledge across Microsoft Azure, Microsoft Entra ID, Microsoft Agent 365, and Generative AI technologies, with the ability to support and optimize enterprise-scale cloud solutions.
Extensive experience administering and supporting Exchange Online, Proofpoint, Microsoft Copilot, and Microsoft 365 tenant services, ensuring highly available, secure, and resilient collaboration platforms.
Good automation and scripting skills, including advanced PowerShell proficiency and experience developing automation solutions using PowerShell and Python to improve operational efficiency and reduce manual effort.
Solid understanding of Microsoft 365 security, identity, and compliance capabilities, including Conditional Access, Privileged Identity Management (PIM), Defender, email security, and zero-trust principles.
Proven experience in service operations, incident and problem management, root cause analysis, and stakeholder engagement, with the ability to resolve multi-layered technical issues and drive continuous service improvement.

Nice To Haves

Extensive technical experience in Microsoft Graph, REST APIs, and integration frameworks, with a good understanding of authentication, authorization, and enterprise application connectivity across the Microsoft ecosystem
Proficiency in observability and monitoring practices, leveraging telemetry, logging, and performance analytics tools to identify trends, troubleshoot multi-faceted issues, and improve service reliability
Practical experience working with enterprise platforms and tooling, including PowerAutomate, PowerBI, Splunk, ESAAS, Rubrik, and other monitoring, backup, and operational support solutions within large-scale environments
Validated ability to lead technical programs, drive incident resolution, and collaborate across infrastructure, security, and engineering teams to deliver operational excellence and continuous service improvement
Exceptional communication, relationship management, and stakeholder engagement skills, with an ability to influence outcomes, presenting technical concepts to diverse audiences, and building good partnerships across business and technology functions

Responsibilities

Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients.
Develop the support model and service offering to improve the service to customers and stakeholders.
Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.
Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency.
Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.
To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness.
Collaborate closely with other functions/ business divisions.
Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function.
Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes.
Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
Take ownership for managing risk and strengthening controls in relation to the work done.
Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
Communicate complex information.
Influence or convince stakeholders to achieve outcomes.