SME - Microsoft 365 Administration

Teknik, data och digitalt · IT-infrastruktur och säkerhet · Molnteknik · IT-support

I korthet

SME - Microsoft 365 Administration is responsible for timely resolution of escalated incidents in O365 environments, adhering to SLAs and quality standards. This role involves mentoring team members, ensuring compliance with change management protocols, and analyzing operational issues to drive improvements.

Ansvarsområden

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.

Krav

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.

Önskade kvalifikationer

Microsoft Certified: Modern Desktop Administrator Associate (Optional)
Microsoft Certified: Teams Administrator Associate (Optional)

Förmåner

Supercharge your potential
Find your career
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A place that knows that helping its customers stay on top starts by putting its people first.

Färdigheter

Microsoft 365Incident ManagementRoot Cause AnalysisCapacity PlanningChange Management

#Microsoft 365#O365#Support#Administration#Incidents#SLAs#Quality#Mentoring#SOPs#Documentation#Knowledge Sharing#Change Management#Capacity Planning#Customer Feedback#Root Cause Analysis#Trend Analysis#Reporting#Business Stakeholders

Om 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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