SME - Microsoft 365 Administration

About the role

The O365 Support & Ops Subject Matter Expert plays a crucial role in ensuring timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position not only focuses on operational excellence but also fosters collaboration between technical teams and business stakeholders, driving customer satisfaction and continuous improvement in support processes.

What you'll do

• Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Through O365 Administration, Adhering Strictly To Slas And Quality Norms
• Mentor Support Administrators And Team Members, Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning To Optimize Resource Allocation
• Foster Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings To Identify And Address Issues Within O365 Environments
• Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Compile Reports That Facilitate Performance Improvements

What you need

• Office 365
• SOP writing
• Root cause analysis
• Communication
• Any graduate