Infrastructure Specialist

M365 Support Services Subject Matter Expert (Sme)

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.

The Role

The M365 Support Services Subject Matter Expert (SME) 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.

What You Will Do

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.

Who You Are

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 5+ years of Experience.
• Required experience in Power Platform.
• 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 and Experience

• Microsoft Certified: Enterprise Administrator Expert
• Microsoft Certified: Security Administrator Associate
• Microsoft Certified: Teams Administrator Associate
• ITIL Foundation Certification (for incident/problem management processes)
• CompTIA Security+ or equivalent (for compliance/security awareness)

Being You

The "Kyn" in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don't meet every requirement, we encourage you to apply. We believe in growth, and we're excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That's The Kyndryl Way.

What You Can Expect

Your career with us isn't just a job—it's an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you'll dive into impactful work that powers the systems our customers rely on every day. You won't just contribute—you'll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We're here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you'll have everything you need to thrive and evolve. You'll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you'll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we're committed to helping you do just that. Ready to make an impact? Join us and help shape what's next.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.