Introduction & Summary
As an engineer for MS365 Satellites, you will play a crucial role in ensuring the smooth operation and optimal performance of MS365 Satellite applications, including MS Viva, Jira, Monday.com, Lucid Chart, Confluence, and Adobe. The ideal candidate will possess a strong analytical mindset and a customer-focused approach, ensuring high-quality support and continuous improvement across the MS365 ecosystem.
Main Responsibilities
- Support Operation:
- Act as L3 to resolve escalated incidents from L2 and helpdesk.
- Intervene in the resolution of complex incidents in collaboration with other technical domains.
- Contribute and maintain RCA documents.
- Analyze recurring incidents to identify root causes and implement corrective/preventive measures.
- Oversee the lifecycle of user accounts and licenses.
- Maintain accurate and up-to-date system configurations.
- Support the SME in the delivery of specific reporting and analysis.
- Govern 3rd party services connected to the MS365 ecosystem.
- Participate in operational committees focusing on operation and support KPIs.
- Support technical planning, testing, and implementing changes to services.
- Continuous Improvement and Transformation:
- Identify opportunities for process improvement and automation.
- Execute security controls and governance to enhance platform security.
- Contribute to transformation projects with technical expertise.
- Documentation and Training:
- Develop and maintain documentation including HLD/LLD of applications, Incident Resolution Matrix, knowledge base support articles, and user guides.
- Contribute to building comprehensive documentation of the application's architecture and procedures.
Key Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in supporting operations of MS365-related applications.
- Strong understanding of relevant tools and technologies.
- Relevant certifications (e.g., MS365, ITIL) are a plus.
- Strong analytical and problem-solving skills.
- Ability to prioritize tasks and manage time effectively.
- Customer-centric support approach.
- Attention to detail and accuracy.
- Understanding of ITIL v4 service management principles.
- Passion for technology and a desire to learn new skills.
- Proficiency in English, both spoken and written.
Nice to Have
- Experience in automated solutions.
- Knowledge of additional collaboration tools beyond MS365.
- Experience with security policies and governance frameworks.
Other Details
This position is based in Koregaon Park, Pune, with a hybrid working model (3 days per week in the office). Work hours will align with the CET time zone (9 hours).