SME - Microsoft 365 Administration

Technology, Data & Digital · IT Infrastructure & Security · IT Support

In short

The O365 Support & Ops Subject Matter Expert in Nagpur, Maharashtra, is responsible for resolving escalated incidents, mentoring support staff, and ensuring quality compliance with SLAs. This role involves analyzing operational issues, managing capacity planning, and fostering customer satisfaction within the O365 environment.

Responsibilities

Ensure timely resolution and quality compliance of escalated tickets and incidents through O365 administration, adhering strictly to SLAs and quality norms.
Mentor support administrators and team members, preparing standard operating procedures (SOPs) and maintaining effective documentation, while facilitating knowledge sharing across the team.
Validate change order implementation plans and ensure compliance with human error protocols, actively participating in capacity planning to optimize resource allocation.
Foster positive customer feedback and satisfaction by actively engaging in customer meetings to identify and address issues within O365 environments.
Conduct thorough analyses, including root cause analysis and trend analysis, to compile reports that facilitate performance improvements, presenting findings to key business stakeholders.

Requirements

Proficient in O365 administration with a strong understanding of incident management and resolution processes.
Solid analytical skills with experience in performing root cause and trend analyses related to operational issues.
Exceptional communication skills to effectively liaise with business stakeholders and facilitate knowledge sharing.
Familiarity with capacity planning and change management processes within the O365 ecosystem.

Desired Qualifications

Optional but valuable certifications: Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Teams Administrator Associate.

Benefits

Supercharge your potential at HCLTech.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.
Global technology company, home to more than 230,000 people across 60 countries.
Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

Microsoft 365Incident ManagementRoot Cause AnalysisCapacity PlanningChange Management

#Microsoft 365#Administration#IT Support#Incident Management#Change Management#Capacity Planning

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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