Job Summary

The O365 Support & Ops Subject Matter Expert plays a crucial role in ensuring timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position not only focuses on operational excellence but also fosters collaboration between technical teams and business stakeholders, driving customer satisfaction and continuous improvement in support processes.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Through O365 Administration, Adhering Strictly To Slas And Quality Norms.
2. Mentor Support Administrators And Team Members, Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation, While Facilitating Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning To Optimize Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings To Identify And Address Issues Within O365 Environments.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Compile Reports That Facilitate Performance Improvements, Presenting Findings To Key Business Stakeholders.

Skill Requirements

1. Proficient In O365 Administration With A Strong Understanding Of Incident Management And Resolution Processes.
2. Solid Analytical Skills With Experience In Performing Root Cause And Trend Analyses Related To Operational Issues.
3. Exceptional Communication Skills To Effectively Liaise With Business Stakeholders And Facilitate Knowledge Sharing.
4. Familiarity With Capacity Planning And Change Management Processes Within The O365 Ecosystem.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Teams Administrator Associate