Exchange Engineer

Required Skills & Experience

Strong working knowledge of

• Google Admin Console
• Google Drive permissions and ownership
• Google Vault
• License management
• GAM (Google Apps Manager)
• 3 years managing enterprise Google Workspace changes
• At least 2 years handling:
  • Platform-wide configuration changes
  • App deployments
  • Feature governance
  • Organizational Units (OUs)
  • Feature-level controls
  • Service enablement / disablement
• Ability to configure Workspace services at:
  • Tenant level
  • OU level
  • Group-based level
  • Evidence from Tickets
  • Enable/Disable Gemini
  • Turn off Google Vids
  • Create target audiences

Role Description

• Incident Management (INCs)

  Sample Ticket Patterns

  • Important Google files deleted
  • Google file ownership transfer
  • Access issues to Google Drive
  • Sheet/Doc ownership changes

  Responsibilities

  • Investigate and resolve Google Workspace-related incidents
  • Recover deleted Google Drive and Shared Drive content
  • Perform ownership transfers for:
    • Google Docs
    • Sheets
    • Shared Drives
  • Restore access to restricted files and folders
  • Diagnose permission and sharing conflicts
  • Support data recovery using Google Vault

  Provide incident resolution documentation

  Escalate unresolved platform issues when required

  Service Request Management (RITMs)

  Sample Ticket Patterns

  • Google Workspace account creation
  • Account provisioning
  • License true-up
  • Full archive and decommission requests

  Responsibilities

  • Provision and deprovision user accounts
  • Assign and manage Google Workspace licenses
  • Execute user offboarding and archiving processes
  • Perform data retention and account archival
  • Maintain group membership and access entitlements
  • Support license audits and usage reviews
  • Validate requests against internal policies
  • Meet defined request fulfillment SLAs

  Change Management (CHGs)

  Sample Ticket Patterns

  • Install migration applications
  • Enable/disable Gemini
  • Enable/disable Google Vids
  • Configure target audiences
  • Application feature changes

  Responsibilities

  • Execute approved platform changes under formal change management
  • Enable disable and configure Google Workspace features
  • Install and validate third-party applications
  • Implement feature rollouts based on approved schedules
  • Perform pre-change testing
  • Conduct post-change validation
  • Document completed changes
  • Support rollback activities when required

• Provide support for ancillary messaging products including mobile management faxing solution and distribution list tools.

• Perform other related duties as assigned

• Provide support for release deployments in a 24x7 operations environment as required

• Produce technical and operational documentation

Work Arrangement

• Onsite schedule of 23 days per week at the Mall of Asia Business Complex

• Graveyard shift aligned with Eastern Standard Time (EST)