Manager - IT Messaging

Company: Description: We are seeking a talented individual to join our CTSS, a Marsh business]. This role will be based in Pune/Gurgaon/Noida. This is a hybrid role that has a requirement of working at least three days a week in the office. The Global Messaging Operations team is looking for an adaptable, innovative, and collaborative Messaging Specialist to strengthen operational support across Marsh global businesses. We will count on you to: You will provide global operations support for messaging services, including both BAU and project work, with a focus on service stability, incident resolution, and continuous improvement. Provide operational support for cloud and infrastructure activities, approved projects, and BAU work, including incident resolution via a ticketing system (ServiceNow preferred). Proactively monitor and maintain messaging services to ensure a seamless end-user experience. Triage, prioritize, and resolve incidents and user issues to minimize disruption and meet service expectations. Act as a key point of contact for end-user support, ensuring clear communication and a positive user experience. Create and maintain standard operating procedures (SOPs), policies, and documentation to improve consistency and supportability. Contribute to escalation, incident, and problem resolution; identify root causes and support improvements that reduce recurring issues and resolution time. Lead or contribute to initiatives that improve reliability, reduce ticket volume, and optimize operational processes. Messaging technology scope Microsoft Exchange Subscription Edition (SE) and Exchange Online (M365) Mail routing / SMTP External mail gateways (preferably Proofpoint) DMARC enforcement Cloud Fax (Core Fax) Mobility tools (MobileIron, Ivanti Go) What you need to have:  Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field. 8-10years of experience Strong, hands-on experience in enterprise messaging operations within a Microsoft-centric environment. Solid knowledge of Exchange Online (M365) and Exchange on-premises (Exchange SE). Experience with email gateways (Proofpoint preferred), mail flow/routing, and messaging standards/protocols. Experience working with ticketing and IT service management processes (ServiceNow preferred). PowerShell scripting experience. Working knowledge of Microsoft Entra ID, Active Directory, directory services, and network protocols. Strong analytical and troubleshooting skills. Strong customer service mindset and excellent written/verbal communication skills, including with senior stakeholders. Ability to work independently, take ownership, and manage priorities to meet deadlines. What makes you stand out? Candidates must possess full professional proficiency in both written and spoken English Strong problem-solving and troubleshooting skills. Strong communicator, in both verbal and written form, able to articulate concepts and ideas, break through barriers, engage people, and work effectively with others under pressure. Neutral toward technology, vendor, and product choices more interested in results than in personal preferences. Unflappable in the face of opposition to ideas Experience with Databricks ETL development Exposure to DevOps practices and building site reliability metrics (SRE) Prior experience in the financial services domain Experience using AI‑assisted development tools Why join our team: We help you be your best through professional development opportunities, interesting work and supportive leaders. We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities. Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being. Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries.