Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the efficient resolution of escalated incidents and tickets related to O365 Messaging Services and In-Premise Exchange. This position is vital for maintaining high customer satisfaction levels through effective analysis, quality compliance, and proactive communication with stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Related To O365 Messaging Services And In-Premise Exchange, Adhering To Agreed Slas And Quality Standards.
2. Mentor Administrators And Team Members, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation While Facilitating Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Understand And Address Any Issues Related To Messaging Services.
5. Validate And Present Analyses, Including Root Cause Analysis And Trend Analysis, To Key Business Stakeholders, Facilitating Informed Performance Improvements And Decision-Making.

Skill Requirements

1. Advanced Proficiency In O365 Messaging Services And In-Premise Exchange.
2. Strong Analytical Skills With A Focus On Incident Resolution And Performance Analysis.
3. Excellent Communication And Presentation Skills To Effectively Liaise With Business Stakeholders.
4. Solid Understanding Of Capacity Planning And Change Management Processes.
5. Familiarity With Documentation Best Practices And Knowledge Sharing Methodologies.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Messaging Administrator Associate