Infrastructure Senior Associate

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses.  We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

Your role The M365 Support Services will be responsible for providing operational support, incident resolution, and service management across Microsoft 365 products ( Exchange Online, Teams, SharePoint Online, OneDrive, Planner, Forms, Viva, and Co-pilot Studio, Mimecast, IronPort, Proofpoint ). The SME will act as a technical lead, ensuring service continuity, compliance, and user productivity, while collaborating with KPMG Global teams and third‑party resolver groups.

Provide Level 1 & Level 2 support for M365 incidents not resolved by the Service Desk. Perform incident triage, resolution, and escalation to KPMG Global or third‑party resolver groups. Confirm resolution with end users before ticket closure. Analyse incident trends and contribute to knowledge articles. Monitor M365 services (Exchange, Teams, SharePoint, OneDrive). Use ITSM tools for incident tracking and service status reporting. Provide tenant‑level reporting and scripting to support compliance. Configure and manage Teams collaboration, Enterprise Voice, call queues, auto attendants, and Teams Rooms (Option A). Support file sharing and collaboration in OneDrive and SharePoint Online. Troubleshoot Outlook Web Access and mailbox issues. Identify and escalate incidents related to client/system policies. Support configuration of safe links, safe attachments, conditional access, and DLP policies. Assist in monitoring alerts/events in the M365 security & compliance dashboard. Configure and manage shared mailboxes, distribution lists, and functional mailboxes. Perform User Access Management (UAM) to validate license/service assignments. Maintain and update M365 support knowledge base. Conduct formal reviews of documentation every six months. Enhance self‑service and automation capabilities. Direct users to “how‑to” content and collect feedback for service improvements. Your Future at Kyndryl Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Required skills and experience Strong expertise in Microsoft 365 administration ( Exchange Online, Teams, SharePoint Online, OneDrive, Planner, Forms, Viva, and Co-pilot Studio) Additional skills required (Mimecast, IronPort, Proofpoint) with minimum of 3 years of Experience. Proficiency with ITSM tools (ServiceNow or equivalent). Knowledge of identity and access management (Entra ID/Azure AD). Experience with PowerShell scripting for reporting and automation. Familiarity with Teams Enterprise Voice provisioning and PSTN integration. Understanding of security and compliance policies (DLP, conditional access, safe links/attachments). Strong troubleshooting and problem‑solving skills. Excellent communication and documentation abilities. Preferred skills