Job Summary

Job Title: SME – Microsoft 365 (O365) Role Summary: Microsoft 365 (O365) is responsible for providing advanced technical expertise and operational support for the Microsoft 365 ecosystem, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Outlook, and other Microsoft 365 services. Responsible for planning, coordinating, and executing the transition of Microsoft 365 services. This includes knowledge transfer, documentation, migration support, stakeholder communication, risk management, and ensuring operational readiness for support teams. Key Responsibilities Serve as the primary knowledge resource for M365 processes, products, or services. Identify opportunities to improve workflows and operational efficiency. Answer complex questions and resolve escalated issues and Coordinate with relevant teams to implement corrective and preventive actions. Lead transition activities for Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Entra ID (formerly Azure AD). Led end-to-end service transition activities by developing Transition Plans, coordinating Knowledge Transfer (KT), and ensuring operational readiness for production handover.  Prepared and maintained key transition documentation, including Operational Readiness Checklists (ORC), Service Handover Documents, As-Built Documentation, and Support Matrix (RACI). Managed Risk & Issue Registers, tracked dependencies, and collaborated with cross-functional teams to mitigate risks and ensure successful transition execution. Developed Disaster Recovery (DR), Business Continuity (BCP), and Known Error Database (KEDB) documentation to improve service resilience and operational support. Created detailed Change Implementation Plans with pre/post-validation, rollback procedures, and governance compliance while adhering to ITIL Service Transition best practices. Develop and execute transition plans, timelines, and project deliverables. Conduct knowledge transfer (KT) sessions and prepare operational documentation, SOPs, and runbooks. Coordinate with customers, project managers, technical teams, and vendors throughout the transition lifecycle. Validate operational readiness before service handover. Support tenant migrations, mailbox migrations, Teams and SharePoint migrations, and user onboarding/offboarding activities. Identify, assess, and mitigate transition risks and dependencies. Ensure compliance with ITIL processes such as Incident, Change, Problem, and Service Request Management. Monitor transition milestones and provide regular status updates to stakeholders. Assist in hypercare support after go-live and ensure a successful handover to the operations team. Participate in governance meetings and drive continuous improvement initiatives. Required Technical Skills Strong knowledge of Microsoft 365 administration. Experience with: Exchange Online Microsoft Teams SharePoint Online OneDrive for Business Microsoft Entra ID (Azure AD) Intune and Endpoint Management (preferred) Microsoft Purview (preferred) PowerShell scripting for Microsoft 365 administration. Experience with migration tools such as ShareGate, Que

Key Responsibilities

1. Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning
2. Understand client requirements and accountable in ensuring support team is meeting client expectations
3. To lead and mentor the project team and ensure transparent communication of project goals.
4. Brining new ideas and innovation for process development and overall organizational progress.
5. To provide solutions commensurate with the customers’ needs within the ambit of the given environment so as to lead to business results.

Skill Requirements

null

Other Requirements

null