Track Lead (Support & Operations)

About the role

The SME provides guidance, resolves complex issues, supports process improvements, and ensures adherence to quality standards. Teams SME will be responsible for planning and executing transition activities, validating operational processes, ensuring knowledge transfer, identifying service risks, and enabling seamless support handover while maintaining service continuity.

What you'll do

• Serve as the primary knowledge resource for the team's processes, products, or services
• Identify opportunities to improve workflows and operational efficiency
• Answer complex questions and resolve escalated issues and Coordinate with relevant teams to implement corrective and preventive actions
• Lead end-to-end transition activities for Microsoft Teams Voice and enterprise telephony services
• Plan, coordinate, and execute knowledge transfer sessions with customers, vendors, and incumbent support teams

What you need

• SOP writing
• Reporting
• Documentation
• Root cause analysis
• Office 365
• Telecom
• Any graduate

Good to have

• PowerShell