Cloud Collaboration Expert
3 days ago
Sr M365 Support Engineer
- Critical Job Role
The ideal candidate will be responsible for ensuring the smooth operation of messaging, communications, and collaboration technologies.
Key Responsibilities:- To ensure that SLAs and KPIs are achieved through effective problem-solving capabilities in a 24x7 support environment.
- Monitoring queues for incoming alerts and incidents to ensure timely intervention.
- Collaborating with other team members to resolve client issues efficiently.
- Managing cases escalated to Microsoft, including communication between customer and vendor, setting up troubleshooting calls, and logging time accurately.
- Participating in client-facing escalations, post-incident reviews, and lessons learned activities.
- Providing proactive patching services, including risk assessment, scheduling, and change management procedures.
- Working closely with Technical Escalation and Service Delivery teams on root cause analysis, escalations, and reports.
- Managing escalations to vendors and participating in regular audits to ensure compliance with organizational requirements.
- Mentoring and knowledge sharing within the team.
- Creating configuration documentation.
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