Mail Engineer

Description:
Onsite in Washington, DC

Our client seeks a Mail Engineer to support enterprise messaging services for a federal program, focusing on Microsoft 365, Exchange Online, Intune with Apple Business Manager, Azure, and Microsoft Security and Compliance. The role will coordinate incident, change, and release activities, ensure availability and performance of mail and MDM services, and collaborate with cross-functional engineering teams and vendors. The engineer will contribute to design, configuration, testing, and documentation while participating in an on-call rotation. This position supports mission delivery for a large user base and requires a strong customer service orientation.

Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $35.00 to $40.00/hr. w2

Responsibilities:

• Work with Service Desk, Incident Management, Desktop Engineering, Executive Help Engineering, Application Hosting, and Infrastructure Engineering teams to deliver customer service, troubleshooting, resolution, restoration, provisioning, and availability of Mail and MDM services.
• Manage incidents and requests based on urgency, impact, and priority, including assessment, assignment, queue monitoring, resolution, and closure in alignment with SLAs.
• Plan and coordinate change and release of Mail and MDM services, patches, and upgrades including design, architecture, configuration, staffing, scheduling, impact and risk analysis, approvals, communications, testing, implementation, monitoring, and operations.
• Fulfill service requests for role-based access, permissions, specialized communications, distribution groups, availability, and functionality.
• Execute critical incident, event, problem, configuration, and change management to troubleshoot and restore services resulting from outages and defects.
• Perform troubleshooting and root cause analysis, and apply workarounds and resolutions with hosting and infrastructure teams and third-party vendors.
• Assess security vulnerabilities and incidents and implement remediation through patches, upgrades, and email blocking to reduce threats and risks.
• Assess and report performance, access, licensing, and capacity, and recommend improvements.
• Participate in a 24x7 on-call rotation.
• Manage and report on daily operations, deliverables, communications, risk management, and status to stakeholders.
• Create, update, and maintain designs, architectures, data profiles, licenses, support agreements, SOPs, work instructions, and knowledge articles.

Experience Requirements:

• Minimum 8 years supporting enterprise messaging services.
• Proven design, configuration, integration, testing, release, maintenance, and support experience with Microsoft 365, Exchange, Intune with Apple Business Manager, Azure, Office suite, Outlook, OneDrive for Business, and Microsoft Security and Compliance.
• Experience coordinating incident, problem, and change management processes in an enterprise environment.
• Experience executing change and release management for production mail and MDM platforms.
• Experience with security vulnerability assessment and remediation for messaging platforms.
• Experience collaborating with cross-functional engineering teams and third-party vendors to resolve complex issues.
• Experience participating in 24x7 on-call support rotations.
• Ability to maintain effective customer relationships and manage workload and portfolio for delivery of Mail and MDM services (preferred).
• Experience serving as a cohesive team member and change agent while acting as a consultant (preferred).

Education Requirements:

• Bachelor's degree in a related technical field.
• Microsoft 365 certification or equivalent.
• HDI Customer Service Representative Certification required within six months of employment.