Sr. Administrator

Job description:

JD Microsoft 365 L2Responsibilities: Support day-to-day aspects of the level 2 Support for Microsoft 365 and related services Ensure to handle the tickets within the Service Levels and maintain the quality of resolution provided Provide support on Microsoft 365, including Mail flow, Spam Control/Filtering, Security and compliance aspects like Auditing, Retention, Data Loss Prevention SharePoint Online & OneDrive including permission and access including guess access etcMicrosoft Teams related troubleshooting and support for end users Co-ordinate with other teams appropriately to ensure speedy resolution of issues Update the knowledge base and documentation of issues and solutions Manage and Support Office 365 Mailboxes, Groups etc Team and collaboration skills Vendor Management and coordinationTechnical Skills:Should have min of 3-4 years experience working with a large client using Microsoft 365Good analyzing and troubleshooting skillsSound understanding on Identity management, and application integration is required.Work experience in a Hybrid setup would be an added advantageProcess Skills: Must be open for 24x7 operations Incident Management + Change Management (Planning & Execution) Handling On - call EscalationsMonitoring and maintaining SLA requirements for the tickets queue and managementProcess adherence & Security compliance KB preparation and review, Knowledge sharing & documentation Root cause analysis / Problem Management Should have good written and communication skills

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases