SME - MS Teams, Microsoft Teams Voice, Sharepoint Online

About the role

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

What you'll do

• Ensure Timely Resolution And Quality Compliance Of Escalated Incidents In Ms Teams And Microsoft Teams Ev, Adhering To Agreed Slas And Quality Norms
• Mentor Team Members And Administrators, Prepare Standard Operating Procedures (Sops), Maintain Thorough Documentation
• Validate Change Order Implementation Plans And Human Error Compliance, And Actively Participate In Capacity Planning To Optimize Resource Allocation
• Engage In Customer Meetings To Understand And Address Issues, Ensuring Positive Feedback And Satisfaction Regarding Ms Teams And Related Services
• Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis

What you need

• SOP writing
• Root cause analysis
• ITIL
• Any graduate