RR-0255950 - Sr Analyst I Infrastructure Services

Job Description:

As an O365 support admin, he/she will be responsible for configuration and management of O365 services and troubleshooting & resolving end users issues pertaining to O365 services on a 24x7 basis. Provide technical solution advisement to the team and SD. This includes
reviewing Agent case notes within our ticketing application, providing guidance and troubleshooting steps and working with the escalation team for cases that need to be escalated to Microsoft.

• Responsible to provide high end Technical & Project based support & consultation for Office365 Cloud services.
• The candidate will be required to architect, design and implement solutions using different

services & solutions offered by MS Office365 package.

• Handle Tier 3 operations for all Office365 workloads majorly:
  • Exchange Online
  • SharePoint Online
  • Microsoft Teams
  • Security & Compliance
• Help Tier 1 & 2 resources to address the Office365 related issues.
• Troubleshooting the advanced Office365 issues and performing call backs ensuring issues
• are resolved in the defined SLA & appropriate solution is provided to the customer.
• Will be responsible for updating, sharing daily, weekly & monthly Office365 related tickets tracker & analysis.
• Resolving any global cross-functional or work-team issues
• Defining key management routines and governance strategy to ensure effective business

process execution.

• Reporting and trending on the effectiveness of the solutions and standards
• Initiate improvements in tools, ticket scoping, requirements gathering, processes, & people
• Responsible to investigate causes, tests solutions & suggest solutions in place to reduce the time taken to resolve the Office365 related tickets.
• Understanding Office365 support priorities and objectives and taking an active role in
• accomplishing them.
• Should be able to use & provide advanced tools for Office365 issues diagnosis &
• troubleshooting
• Responsible for handling individual projects related to new implementations, improvisations. or migrations to Office365 from multiple source platforms.

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