Lead Collaboration Analyst

Profile Background

The Lead Collaboration Analyst provides technical leadership and operational oversight for enterprise collaboration platforms, including Microsoft 365, Exchange, Azure AD, and related services. Help maintaining the service level agreements by using the tools provided, creates documentation / SOPs and ensures their governance in day to day working. The person shall be available by phone/IM/e-mail during normal working hours and by phone after-hours for critical issues.

What will you be responsible for

• Provide technical leadership and advanced support for Microsoft 365, Exchange (on-prem and online), Azure AD, and related collaboration platforms.
• Oversee and guide incident, problem, and change management processes, ensuring resolution of complex issues and adherence to SLAs.
• Manages server components, maintaining system performance and functionality.
• Leads implementation of collaboration-related projects with high complexity.
• Teaches, mentors, and guides collaboration analysts and engineers in the proper way to support/maintain the collaboration applications and systems/solutions.
• Collects and analyzes system data to establish facts in order to determine the root cause.
• Works with the Vendor such as Microsoft to troubleshoot the issues related to Vendor related products e.g. O35, Email, Azure AD etc and implement best practices.
• Provides after-hours support for collaboration-related issues, as part of the

  on-call rotation

  .
• Manage tickets via the tools provided such as ServiceNow.
• Lead / Participates in system downtime processes and system upgrades.
• Help maintain and organizing the SOPs for different functions.
• Successfully assesses project risks, formulates mitigation plans, and delivers successful projects in a timely and cost-efficient manner.

Who are we looking for

• 5-8 years of progressive experience in supporting and administering

  Microsoft 365, Exchange, Windows Servers, Azure AD, teams

  and

  other collaboration

  tools in an enterprise environment.
• Proven experience in leading complex troubleshooting efforts, driving incident resolution, and coordinating across multiple IT domains.
• Strong understanding of identity and access management concepts, hybrid environments, and tenant management.
• Hands-on experience with PowerShell scripting, automation, and identifying process improvement / automation opportunities within enterprise collaboration environments..
• Familiarity with ServiceNow or equivalent ITSM platforms for ticket and change management.
• Demonstrated experience in mentoring or leading technical teams.
• Experience with Microsoft Project, and planning/managing execution of project-related tasks.
• Experience with networking concepts & technologies including LAN/WAN technologies, network equipment, protocols & other communication systems.

Any certification in space of exchange / office 365, ITIL preferred