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Designation

Technical Lead

Tenure

June 2022 to present

Team Size

10 - 15

About it

Munich Re-Insurance has been a wonderful project so far. I was lucky to have the authority to carry out service improvements that benefitted MRE. 

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Currently leading a team of 10+ messaging engineers. Our scope is limited to Exchange On-premise and Exchange Online. Our day to day activities include:

1. Provide assistance to users on issues related to Exchange and Outlook via Incidents from Service Now.

 

2. Perform relocations of users from one OU to another which involves moving mailbox from one region to another and performing hard match for them.

 

3. Restoring terminated mailboxes to shared mailboxes for retention and access.

 

4. Perform post-migration checks for newly onboarded users and shared mailboxes.

 

5. Monitor exchange on-premise server health and queue counts and accordingly take actions.

 

6. Configure new applications to send emails via SMTP service on-premise and configure online applications to send emails via SendGrid SMTP.

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7. Mentor the team in case they need expert technical advice.

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8. Perform changes on Exchange On-prem which include any configuration change, performing Exchange Cumulative Updates and Security Updates.

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9. Performing DAG maintenance during maintenance weekends or DR Drills.

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10. Generating work reports to present to the customers on a weekly basis.

Additional Notes

I have performed various automations in the team because of high case volumes and manual tasks. Below are listed some of them:

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1. Post-Migration checks automated via PowerShell script.

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    We get an average of 10-20 new hires every day and that make it around 250-300 users per month. Performing manual checks for each one of them takes at least 10 mins individually as it contains checking if the Accounts have the required Group Licenses as per their custom attribute / region, checking if their mailboxes have Litigation hold owner, duration, audit log age limit, MRM policies stamped and Archive enabled or not and also checking if the mailboxes have the correct target smtp address stamped on on-premise or not. On top of that, for shared mailboxes we manage full access permissions via a separate Resource Group and we ensure that is in place.

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    For this I created a script that would automatically process the above tasks and if missing, stamp the correct values. This has reduced the manual efforts from a few hours to 5-10 mins in total.

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2. We tend to get alerts for high queue count on our Exchange servers as we have 100+ applications sending 1000+ emails via SMTP every day. Hence, I have created a script that checks for the queue count every 1 hours and triggers an alert if the count goes above 200 for individual components and generates a report containing the details of emails in queue. And all of this has been connected via Power Automate to drop a message or the contents of the body to our technical team.

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3. We also have a daily task to upload a file to a SharePoint repository and this has been automated via Power Automate too.

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4. Our weekly task is to check for newly created Shared mailboxes and see if any of them have missing permissions (permissions not assigned to any resource group). This is done via a script that takes time to fetch and additional time to compare the values in Excel, but now this been automated via a script that pulls the report and compares the data based on a specific criteria and confirms if there are any missing permissions.

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5. There are additional automations and scripts that I have created which I could share in detail once we connect. So, in short, I love to improvise processes and services as it saves our team efforts as well as helps us avoid customer escalations.​

Skills Gained

1. Power Automate.

2. PowerShell Scripting.

3. Change Management.

4. Escalation Management.

5. Major Incident Management.

6. Team Management.

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