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