Marketing Statement:
Tokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States, including Tokio Marine America, First Insurance Company of Hawaii, and Philadelphia Insurance Companies. Customer service is our focus and our passion! Tokio Marine North America Services adds value in all that we do, providing the best professional service to our business partners, allowing them to achieve their goals. Our talented team delivers actuarial, audit, corporate communications, financial and investment, human capital services, information technology, legal, and payroll expertise to our customers.
Job Summary:
Responsible for engineering, support, and continuous improvement of the Microsoft 365 ecosystem including hybrid Exchange (on-prem and Exchange Online), Teams, SharePoint Online, OneDrive, Microsoft 365 Copilot, Viva suite, and Dynamics 365 integrations. This role serves as a Tier 3 escalation point for complex issues, supports multi-tenant environments, and drives automation, platform stability, and cross-tenant collaboration improvements.
Essential Job Functions:
- Provides Tier 3 (L3) escalation support for Microsoft 365 services including hybrid Exchange
- Troubleshoots complex issues across Exchange Online, Teams, SharePoint Online, OneDrive, and integrations
- Diagnoses and resolves mail flow, connectors, transport rules, and hybrid connectivity issues
- Supports Microsoft 365 Copilot including licensing, access, and application integration troubleshooting
- Supports Dynamics 365 and SaaS platform integrations with Microsoft 365
- Supports multi-tenant environments including cross-tenant collaboration, identity, and access scenarios
- Troubleshoots cross-tenant issues including sharing, authentication, and mail routing
- Supports tenant-to-tenant migrations, domain cutovers, and coexistence scenarios
- Performs root cause analysis and implements long-term solutions for recurring issues
- Executes automation using PowerShell and supports Graph API-based automation
- Supports M365 security configurations including Conditional Access, DLP, and retention policies
- Creates SOPs, QRGs, and technical documentation to improve supportability
- Partners with operations teams to reduce repeat incidents and improve escalation handling
- Collaborates with Infrastructure, Security, and Application teams on cross-platform initiatives
- Supports ongoing platform improvements and modernization efforts across the M365 environment
- Participates in on-call rotation and after-hours support as required
- Ability to document processes and contribute to knowledge sharing
Qualifications:
- Bachelor's degree preferred
- Experience supporting Microsoft 365 environments including Exchange Online, Teams, SharePoint Online, and OneDrive
- Hands-on experience with Exchange Hybrid (on-prem Exchange + Exchange Online)
- Experience with mail flow, connectors, and transport troubleshooting
- Exposure to Microsoft 365 Copilot and Viva suite
- Experience with multi-tenant M365 environments or cross-tenant collaboration
- Experience with tenant-to-tenant migrations or coexistence scenarios
- Working knowledge of PowerShell and automation scripting
- Understanding of Entra ID (Azure AD), including identity and access management
- Relevant certifications: Microsoft 365 Certified: Administrator Expert (MS‑102) demonstrating the ability to design, deploy, and manage Microsoft 365 services across Exchange Online, Teams, SharePoint Online, and OneDrive; Microsoft Certified: Identity and Access Administrator Associate (SC‑300) for expertise in Entra ID, conditional access, and identity governance; Microsoft Certified: Azure Administrator Associate (AZ‑104) to support hybrid integrations and Azure dependencies; Microsoft Certified: Security Operations Analyst Associate (SC‑200) or equivalent security certifications focused on threat detection, response, and compliance; and Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102) for endpoint management and device compliance. Certifications in Teams administration (MS‑700), security and compliance, and emerging areas such as Microsoft 365 Copilot or AI administration are also preferred
- Familiarity with authentication protocols (OAuth, SAML, modern authentication)
- Strong troubleshooting, analytical, and problem-solving skills
- Ability to work independently and as part of a team without supervision
- 7+ years of relevant experience required
- Strong Knowledge of typical organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels
- Strong Knowledge, insight, and understanding of business concepts and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations
- Demonstrate Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
- Strategic thinking; Applies organizational acumen to identify and maintain focus on key success factors for the organization
- Superior attention to detail
- Ability to juggle multiple, competing, frequently changing time-sensitive deadlines and priorities
Salary range $108,000 to $129,000. Ultimate salary offered will be based on factors such as applicant experience and geographic location. Our company offers a competitive benefits package and bonus eligibility on top of base.
EEO Statement:
Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.
