Senior Engineer Service Operations (O365)
Pearson
Bangalore, India
6d ago

The Office 365 Operations Support Admin will be responsible for working as part of a team to support all things Microsoft O365 from an Operational perspective.

Job Duties

Day to Day Tier 3 support of Office 365 issues

Working to complete tickets in a timely manner with customer satisfaction as a top priority

Suggesting and making improvements to operational processes

Monitoring Microsoft O365 systems and licensing and reacting promptly to alerts or escalated outage tickets and following Incident management processes

Support On Call support shifts

Work closely with Level 1 & 2 ServiceDesk / Support teams to hand off escalations, notify of system issues, understand real time issue ticket metrics, and provide knowledge transfer.

Work closely with Level 4 Engineering Teams to transfer knowledge and update product / service owners of issues.

Other tasks as assigned.

Required Skills

Excellent written and spoken English communication skills

Experience handling support for major issues efficiently and effectively to full resolution

Experience with Azure, O365 and related admin portals (Teams, Exchange, etc )

Solid understanding of PowerShell and experience in Automating tasks

Solid understanding of using tools like MFCMAPI, Wireshark , netmon, etc to investigate O365 issues and network problems, and display advanced troubleshooting skills

Experience with mail flow troubleshooting, Microsoft Defender and EOP, and Cisco IronPort technologies

Experience supporting Zoom and other audio / video conferencing technologies.

Knowledge of ITIL standards, Problem, Incident and Change Control and ticket management

Use of ServiceNow or other related full ITIL ticketing system

Primary Location : IN-IN-Bangalore

Work Locations :

IN-Bangalore-DivyaSree Chambers

Wing A, DivyaSree ChambersO'Shaugnessy RoadLangford Town

Job : Technology

Organization : Technology & Operations

Employee Status : Regular Employee

Shift : Day Job

Job Posting : May 21, 2021

Job Unposting : Jul 5, 2021

Schedule : : Full-time Regular

Req ID : 2107392

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