M365 Service Engineer

Job Description

Purpose of the role

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. 

Accountabilities

• 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.

Assistant Vice President Expectations

• 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
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required 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. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

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.

To be successful as a M365 Service Engineer - AVP, you should have:

• 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.

Other highly valued skills include:

• 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

You may be assessed on the key critical skills relevant for success in this role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

This role is located in our Whippany, New Jersey office.

Minimum Salary: $115,000

Maximum Salary: $160,000

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of competitive and generous employee benefits, including medical, dental and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.

This position is eligible for an incentive award.