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Sunday, 15 November 2009

Exchange Messaging Operations Specialist, Client Technology Services-090035121 - JP Morgan Chase

Exchange Messaging Operations Specialist, Client Technology Services-090035121

Job Description

Client Technology Services (CTS) delivers measurable business value by providing core desktop technology solutions that meet business demand while realizing cost efficiencies. CTS works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm's over 183,000 workstations and 40,000+ remote access users.
The Groupware & Collaboration Services Operations team within CTS provides server, client, and application operations and administration of enterprise wide messaging and groupware services. The service supports over 175,000 internal customers in over 53 countries. The group operates, administrates, and supports messaging capabilities, data management functions and design tools. We provide technical execution, support, and delivery for for messaging and device mobility initiatives including technology capability rollouts, upgrades, and lights-on services to the business lines globally. We develop on established messaging and groupware application standards, support guidelines, service offerings, and service levels.
As an Exchange Messaging Operations Specialist, you will be responsible to:
  • Perform daily, weekly, and monthly server health checks and performance monitoring for Exchange 2007, 2003, and 2000 mailibox servers, hub/bridgeheads, and front end/CAS servers.
  • Perform daily, weekly, and monthly server capacity analysis and best practice health maintenance activities for Exchange Enterprise Servers and management toolsets. Monitor server resources, trending results for capacity planning purposes.
  • Perform production service requests, including moves/adds/changes, database restores, mail tracking, power downs, cluster failovers, and service consultations.
  • Perform full recovery of servers including rebuild and configuration to engineering standards as required.
  • Represent operational service teams at Exchange service management and planning meetings.
  • Participate in virtual teams for project support, knowledge transfer, and rollout of new capabilities, expansion, and reconfiguration of the Exchange service.
  • Monitor incident request queues for escalation requests for mailbox service changes, restorals, issue investigations, and audit requests.
  • Plan and execute change and release management for routine security and fix items as well as planned enhancements, upgrades, expansions, and policy changes for the Exchange Enterprise Server environment.
  • Execute incident and problem resolution for Exchange line of business user escalations.
  • Lead vendor escalation with Engineering and Microsoft Premier support and own incident resolution through to restoration of service.
  • Troubleshoot server outages and performs in-depth root cause analysis. Work with CTS Exchange Engineering in level 3 and 4 escalations, root cause analysis determination, as well as support post mortem reviews and own remediation efforts.
  • Support operating system components, including firmware, drivers, patches, anti-virus, security, and remote access.
  • Support promotion to production of all new Exchange services and integrated applications and redesigns through standardized process.
  • Provide in-depth product knowledge, vendor interface and extensive system engineering capabilities to address and resolve issues.
  • Implement process and service improvements, coordinating all efforts through build, and operate phases.
  • Enforce corporate data protection policies, through IT Risk certifications and standardized access.
  • Provide Business Continuity support for the Groupware service by activation and confirmed functionality, monitoring, and problem diagnosis.
  • Provide 24x7 on-call support coverage for Americas region during the work week and execute change releases during production windows on weekends as necessary.


  • 5+ years of experience with managing, operating, automating, and supporting Exchange infrastructure in a large messaging and collaboration environment (50K+ user base) required.
  • Expert-level operating system knowledge on the following application platforms (Windows, 2000, 2003, and 2008r) required.
  • Expert knowledge of Mail SMTP concepts and Windows Active Directory required.
  • Strong knowledge of Microsoft 2007 collaboration products, including Exchange, SharePoint, Office Communication Services, and SQL required.
  • Knowledge of other Domino related products such as QuickPlace, Notrix, LEI, Sametime) desirable.
  • Microsoft command script, visual basic scripting, and powershell scripting required.
  • Microsoft SharePoint customization/development a plus.
  • Strong knowledge of server hardware, including IBM, Dell, and HP enterprise servers and blade centers required.
  • Solid knowledge of SAN storage concepts, Disk layouts, Replication, Failover, and Backup Technologies with respect to Exchange performance required.
  • General knowledge of Mainframe, Network, Midrange and LAN/Desktop technologies and their interaction in a complex production environment.
  • Excellent oral and written communication skills, customer service skills, strong interpersonal skills, and team skills.
  • Self motivated; ability to manage multiple priorities, and requiring minimal supervision at times required.
  • B.S. in Computer Science or equivalent work experience. MCSE, CLP, and related certifications are a plus


Technology Production Support

Primary Location



Central Technology & Ops



Job Type



Day Job

Employee Status


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