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Role/Team Summary :
Office 365 with Microsoft Teams L3 Job Responsibility:
Good Work experience in Office 365 - Exchange Online, Microsoft Teams with Voice integration.
Migration knowledge of an on-premise Exchange environment to Office 365
Troubleshooting inbound and outbound queues, mail routing issues, server errors, mail delivery latency issues, analysis of NDR
Handling OWA, ActiveSync related issues
Understanding in Office 365 Authentications, SSO, MFA etc
Good Understanding in Exchange Online Protection (EOP)
Good understanding in Azure AD and CA Policies etc
Good Knowledge on Exchange and Office 365 PowerShell scripts.
Good Knowledge on Email gateways and anti-spam (Message LAB, Proof point, Barracuda, Mimecast, etc...)
Experience on O365 Migrations and related Tools like Quest Migration or any other third party tool
Very Good Understanding and Work Experience with Microsoft Teams
Expert level knowledge in Voice services, MS teams Enterprise voice skills is highly desirable.
Provides operational readiness activities aligned to Microsoft Teams and potentially supporting services such as SharePoint Online and OneDrive for Business.
Deep experience with Azure AD Group, O365 license management and O365 Groups.
Exposure to O365 Guest Access and Third party integration.
In-depth knowledge of:
Audio/Video/Web Conferencing.
Session Border Controllers/Gateways
SIP Trunk Configuration
High Availability and Disaster Recovery
Federation
Persistent Chat
Office Web Apps
Firewall Rules
Monitoring/Reporting.
Understanding of Real Time Communication Protocols, e.g. SIP
Experience of integrating Skype for Business and Teams within telephony systems
Experience implementing Public Key Infrastructure (PKI) with Active Directory.
Good knowledge of networking concepts and technologies.
Proficient understanding of technology areas such as Active Directory DNS, NLB, Failover clusters etc.
Ensure monitoring is in place and co-ordinate results from various parties, network, telephony, firewalls etc.
Partners with the support team to work through tickets to share and document knowledge and best practices with the aim for the team to support independently.
Provide suggestions and improvements on troubleshooting process
Act as Subject Matter Expert on Teams support and operational ownership
Perform targeted communication or training to ensure operations staff are ready to support
Undertake knowledge transfer to support teams (1st line, 2nd line)
Diagnosis of incidents during the migration, problems and change implementation to include the writing of Change Requests and seeking the required approvals.
Interface directly with the end users, project team and 3rd party to provide support.
Roles and Responsibilities
Manage team of BAU messaging support engineers in offshore incl. on boarding of new staff members
Manage other stake holders, like the wider Workplace team, the Service Desk and the process managers
Deliver O365 and Microsoft Teams related Services against the SLA requirements as per the contract on a daily basis
Resolve technical issues with help of the other members of the support team and update knowledge articles and other documentation when needed
Prepare and provide input in weekly and monthly SLA reporting
Ensure customer satisfaction on delivery of BAU Services related to messaging support in terms of availability and performance
Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
Ability to work with people in a variety of cultures, countries and time zones
Build technical artifacts for Engineering and operational teams
Good understanding of the technical aspects of the product(s)
Analytical approach to solve complex problems in a complex, large-scale, and multi data-center environments.
Develop and maintain operational documentation and specifications on system builds, disaster recovery, and standard operating procedures.
Drive root cause analysis and provide feedback to improve customer architecture changes.
Drive customer escalated issues to closure by providing workarounds and fixes in a timely manner.
Enhance customer satisfaction by responding to all customer filed issues specific to AD & Windows and providing relief either through self or by driving visibility of the issues upstream to ensure they get fixed.
Work with Local & Global Teams
Perform in 24 x 7 environment in shift roster and attend calls whenever assigned
Additional Qualification / Skills:
Good Knowledge on Exchange Online
Microsoft and other technical/industry certifications desirable.
Proactive and clear communication skills
Quality and Process Knowledge
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group.