Managed Services Engineer

Location: Sabarmati

Managed Services Engineer – Microsoft 365 & Backup/DR
Cobweb Ahmedabad Delivery Centre | On-site, Ahmedabad | 4+ years experience

ABOUT THIS ROLE

Cobweb MENA FZ LLC is a Microsoft Solutions Partner headquartered in Dubai, UAE, delivering managed IT services, NOC/SOC monitoring, Microsoft 365, Azure and AI-enablement solutions to SMB and mid-market clients across the MENA region.

The Cobweb Ahmedabad delivery centre operates under the Cobweb MENA FZ LLC – Eccentric Business Intelligence Pvt Ltd associated partnership, extending Cobweb's engineering capability into India. Eccentric Business Intelligence is a cross-border advisory and technology services firm headquartered in Ahmedabad, with operations across India, the UAE and the USA.

This role is based full-time at the Ahmedabad delivery centre, working as part of Cobweb's service delivery function on the MENA client portfolio. Functional reporting is to the Services Director, Cobweb MENA FZ LLC; site and day-to-day administration sit with the Ahmedabad delivery centre management.

It is a client-facing engineering role, not a back-office ticket queue. You will prepare and present Quarterly Business Reviews directly to client stakeholders.

WHAT YOU WILL DO

Microsoft 365 tenant management

• Administer multiple client Microsoft 365 tenants — Exchange Online, Entra , SharePoint/One Drive, Teams, user and mailbox lifecycle, and licensing.

• Configure and maintain conditional access, MFA, mail flow rules and baseline security policies across the tenant estate.

• Lead tenant-to-tenant and Google Workspace to Microsoft 365 migrations end to end, including mailbox, data, DNS and identity cutover.

• Monitor tenant health and licence utilisation, and recommend optimisation proactively.

Backup, business continuity and disaster recovery

• Own day-to-day Acronis (or equivalent) backup operations: job configuration, monitoring, failure remediation and restore testing.

• Support client Business Continuity Plans, including RPO/RTO definitions, backup schedules and retention policies.

• Coordinate periodic DR and failover/restore testing, and document outcomes.

Quarterly Business Reviews

• Build Q  packs covering service performance, ticket trends, patching and compliance, backup/DR posture, security posture and recommendations.

• Present QBRs directly to client stakeholders and follow action items through to closure.

RMM, PSA and automation

• Work daily in RMM tooling (N-able, Datto, Connect Wise Automate or equivalent) to monitor, patch and remediate across managed endpoints and servers.

• Log and manage tickets in PSA/ITSM tooling (Connect Wise Manage, Autotask, HaloPSA, Service Now or equivalent) with accurate time capture and SLA adherence.

• Automate recurring tasks in Power Shell (Graph API and Azure CLI an advantage) and maintain runbooks and SOPs.

General service delivery

• Deliver Level 2/3 support on escalated incidents within agreed SLAs, following ITIL-aligned incident, change and problem management.

• Collaborate with the Dubai service delivery and NOC/SOC teams.

• Contribute to new client onboarding, including discovery, documentation and tooling deployment.

WHAT WE ARE LOOKING FOR

• 4+ years in an MSP, IT service desk or enterprise IT operations environment, with substantial hands-on Microsoft 365 administration at scale.

• Practical Acronis Cyber Protect or comparable backup platform experience, including restore and recovery operations.

• Demonstrated experience leading tenant-to-tenant and Google Workspace to Microsoft 365 migrations.

• Proven ability to build and confidently deliver QBRs or similar client-facing service reviews.

• Power Shell scripting proficiency and solid RMM/PSA working knowledge.

• Clear spoken and written English, with the confidence to…