Senior Messaging and M365 Analyst

About the Company

Chubb is the world's largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and private property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. Chubb Infrastructure is a team of innovators who love technology as much as you do. Together, you will use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You will work in a stable, resilient, and secure operating environment where you—and the products you deliver—will thrive.

Business Title: Senior Messaging and M365 Analyst

Responsibilities:

• Provide effective and timely technical support to business users and stakeholders across messaging and Microsoft 365 services.
• Administer, support, and help optimise the organisation's Messaging and Microsoft 365 environment, including Exchange Server, Exchange Online, Teams, OneDrive, Active Directory, Intune, Entra ID, and related services.
• Act as a senior escalation point and technical subject matter expert for complex incidents, service requests, and problem investigations.
• Diagnose complex and systemic issues, identify root causes, and drive resolution in partnership with internal teams, vendors, and Microsoft support where required.
• Monitor and manage the team's ServiceNow queue, ensuring tickets are progressed, prioritised, documented, and resolved in line with business expectations.
• Respond professionally to client and stakeholder support requests, tailoring communication to technical teams, business customers, and senior management.
• Define, maintain, and evolve technical standards, operational procedures, knowledge articles, testing documentation, and support runbooks.
• Create and maintain detailed process documentation in appropriate collaboration channels, including Microsoft Teams and other knowledge repositories.
• Prepare regular and ad hoc reporting for team management, including service health, operational performance, incident trends, and progress against key activities.
• Participate in Change Advisory Board meetings and contribute to change planning, risk assessment, implementation, and post-change validation.
• Support messaging and Microsoft 365 projects, migrations, service improvements, governance activities, and automation initiatives.
• Provide mentorship, guidance, and knowledge transfer to new starters and other team members as required.
• Participate in a 24x7 on-call rota and provide after-hours support when required to meet business needs.
• Travel occasionally to other offices as required.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent relevant experience.
• At least 10 years proven experience working in a messaging support, infrastructure, or Microsoft 365 operational environment.
• Strong experience supporting large, complex enterprise messaging environments, including Microsoft Exchange Server and Exchange Online hybrid configurations.
• Hands-on experience administering and troubleshooting Microsoft 365 services, including Exchange Online, Microsoft Teams, OneDrive, Entra ID, Intune, and Active Directory.
• Strong scripting and automation capability using PowerShell; experience with Microsoft Graph API is highly desirable.
• Experience with Fax2Mail, or similar enterprise fax and messaging integration platforms is desirable.
• Experience supporting migrations, tenant changes, platform transitions, or large-scale service improvement initiatives is desirable.
• Good working knowledge of common operating systems, productivity applications, remote support tools, and enterprise service management processes.
• Ability to travel and work outside normal business hours when required.
• Flexible approach to working patterns, including shift coverage and participation in on-call support arrangements.

Working Arrangement:

• Hybrid setup
• NA working hours - This role may require flexibility to support different working patterns, participation in a 24x7 on-call rotation, occasional out-of-hours work, and travel to other offices as business needs dictate.