Job
Description
Role Overview To serve as a senior technical and functional expert within the Modern Workplace Employee Experience team, delivering and supporting Microsoft 365 services that enhance collaboration, productivity, and employee engagement. This includes Microsoft Teams, Exchange, Copilot, OneDrive, SharePoint, Viva, and related services. Role Responsibilities Service Delivery & Platform Ownership •Lead the implementation and optimization of M365 services, ensuring alignment with business needs and user experience goals. •Act as a subject matter expert (SME) for Teams, Exchange, Viva, SharePoint, OneDrive, and Copilot, contributing to platform governance and lifecycle planning. Operational Support (L2/L3) •Provide senior-level support for escalated incidents and service requests (L2/L3), ensuring timely resolution and root cause analysis. •Collaborate with engineering, vendors, and Microsoft support to resolve complex issues and implement long-term fixes. •Contribute to service improvement plans and operational excellence initiatives. Collaboration & Stakeholder Engagement •Work closely with P&C, IT, Communications, and other business units to ensure M365 services support employee experience objectives. •Participate in cross-functional projects and represent the team in technical forums and governance boards. Knowledge Sharing & Mentorship •Mentor junior team members and contribute to internal knowledge bases and documentation. •Lead training sessions or workshops to promote adoption and best practices. Analytics & Continuous Improvement •Analyze usage data and user feedback to identify opportunities for improvement and automation. •Stay current with Microsoft’s roadmap and industry trends to proactively recommend enhancements. Education Qualification •Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant Experience • 5+ years of experience working with Microsoft 365 services in enterprise environments. • Proven track record in delivering and supporting digital workplace solutions. • Hands-on experience managing escalated support cases and driving root cause resolution. • Exposure to global or matrixed organizations and working across time zones. • Experience mentoring or coaching peers and junior team members. • (Preferred) Exposure to scripting or automation (e.g., PowerShell, Power Automate). Professional Accreditations •Microsoft certifications (e.g., MS-700, MS-203, MS-102, Viva-related) are desirable Professional Knowledge/ Skills •Deep expertise in at least two of the following: Microsoft Teams, Exchange, SharePoint Online, OneDrive, Viva Suite, Copilot. •Strong troubleshooting and analytical skills, especially in L2/L3 support contexts. •Excellent communication and stakeholder engagement capabilities. •Ability to translate technical concepts into user-friendly language and actionable insights. •Familiarity with ITIL practices and modern workplace governance. •Comfortable with agile ways of working and cross-functional collaboration. Language Proficiency Fluent English, spoken and written. Show more Show less
