Job Summary

As a Subject Matter Expert in Support and Operations specializing in MS Exchange, you will play a critical role in ensuring the timely resolution of escalations and incidents while adhering to SLA and quality standards. Your expertise will contribute to enhancing customer satisfaction and operational efficiency through effective analysis, mentoring, and communication with stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets In Ms Exchange, Adhering To Agreed Slas To Maintain High Customer Satisfaction Levels.
2. Mentor Support Administrators And Team Members, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation While Sharing Knowledge Across The Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning For Ms Exchange Environments.
4. Engage In Customer Meetings To Gather Feedback And Address Concerns, Ensuring Positive Customer Experiences And Satisfaction With Ms Exchange Services.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Reports To Enhance Task Performance And Present Insights To Key Business Stakeholders.

Skill Requirements

1. Solid Understanding Of Ms Exchange Architecture And Operations
2. Proficiency In Incident Management And Escalation Processes
3. Strong Analytical Skills For Conducting Root Cause And Trend Analyses
4. Excellent Communication Skills For Stakeholder Engagement And Documentation
5. Familiarity With Service Level Agreements (Slas) And Quality Compliance Standards

Other Requirements

1. Microsoft Certified: Exchange Server Administrator Expert (Optional But Valuable)
2. Itil Foundation Certification (Optional But Valuable