O365 - MESSAGING SERVICES

Responsibilities:

• Support day-to-day aspects of the level 2 Support for Microsoft 365 and related services

• Ensure to handle the tickets within the Service Levels and maintain the quality of resolution provided

• Provide support on Microsoft 365, including
                         Mail flow, Spam Control/Filtering, Security and compliance aspects like Auditing, Retention, Data Loss Prevention

                         SharePoint Online & OneDrive including permission and access including guess access etc

                         Microsoft Teams related troubleshooting and support for end users

                         Hands on knowledge on SharePoint Server Patching, deployments, etc.

• Co-ordinate with other teams appropriately to ensure speedy resolution of issues

• Update the knowledge base and documentation of issues and solutions

• Manage and Support Office 365 Mailboxes, Groups etc

• Team and collaboration skills

• Vendor Management and coordination

Technical Skills:

• Should have min of 3-4 years’ experience working with a large client using Microsoft 365
• Good analyzing and troubleshooting skills
• Sound understanding on Identity management, and application integration is required.
• Work experience in a Hybrid setup would be an added advantage

Process Skills:

• Must be open for 24x7 operations
• Incident Management + Change Management (Planning & Execution)
• Handling On - call Escalations
• Monitoring and maintaining SLA requirements for the tickets queue and management
• Process adherence & Security compliance
• KB preparation and review, Knowledge sharing & documentation
• Root cause analysis / Problem Management
• Should have good written and communication skills