o365 tenant lead
Recruiter
SidTech
Listed on
20th November 2020
Location
Nottingham
Salary/Rate
£40000 - £40000
Type
Permanent
Start Date
2020-11-20 00:00:00
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JOB TITLE: o365 tenant lead
LOCATIONS Nottingham & Weybridge PURPOSE OF THE ROLE: As a o365 tenant Lead, you will be part of UCC team; you will be responsible for management of Office 365, suits & products services end to end. Ensuring high quality service delivery to customer and business demands/requirements on operational and enhancement activity front. Maintain high availability, maximum-security rich user experience of the UCC platform. Identifies a client’s needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. KEY ACCOUNTABILITIES: Manages and lead strategic programs involving multiple functions and teams with focus on driving a high-level of execution excellence.Establish and maintain a strong working relationship with global partner’s leads and peers. Coordinate with required higher-level technical teams during cases of top priority issues being worked upon.Good knowledge about all Office 365 productsLead, motivate and guide the teams in line with organization policiesAssist & take ownership on day-to-day administration, support, maintenance and monitoring of the exchange online infrastructure.Should be ready to work in a fast-paced challenging work environment in a global model.Provide recommendations on the evolution of the infrastructure to meet short, medium and long-term objectives as it relates to Digital Workplace Collaboration.Provide recommendations regarding improvement and enhancements of the technologies supporting Digital Workplace Collaboration.Provide 3rd Tier support to the technology operation teams by engaging as an escalation point for incidents, Root Cause Analysis and informal support for issues that arise during day to day activities.To work with the account teams in protecting existing revenue streams and identifying opportunities for revenue improvement through increasing quality and development of service levels/scope.Provide all the required reports and data to the messaging leads and manager.Strategies Legacy system transformations to Office 365 suit & products.To ensure that all requests from customers for assistance are handled promptly and effectively, follow escalation matrix to the appropriate level as required;Strict adherence of client ITSM processes and guidelines i.e. Incident, Problem, Configuration, Change and Release management;Follow necessary customer process in terms of compliance and SLA requirement;Prepare and update technical documentation of operating procedures as needed;Co-ordinate with vendor management for all vendors delivering technology solutions;Team player, who can coordinate with colleagues to meet targets and can support team on all time, assist team in complex issues;Be a thought leader to business and IT stakeholders for cost / value recommendations on EUS approaches;Strategies in building Document of Understanding and Standard Operating Procedure documents that can be shared across team for smooth operating environment and easy fix/quick fix;Conduct team level brain storming, knowledge sharing sessions to enhance team technical capabilities;Flexibility to aid in critical junctures to support critical issue, fix complex issues, restore services out of business hours and weekends. PERSON SPECIFICATION: Essential: Excellent communication (verbal and written), facilitation and interpersonal skills, including the ability to clearly communicate in a dynamic environment across all levels;Ability to manage a variety of constituencies with competing priorities, manage multiple tasks simultaneously, and thrive in a complex, fast-paced environment with multiple priorities;Passion for corporate mission and ensuring a world class user support experience;Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making;Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities;Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment;Proven track record of collaborating with cross-functional groups to produce results;Collaborative to work across multi geography teams and members.Establish and maintain excellent relationship with customer stakeholders and develop processes to improve efficiency and effectiveness for the client as an on-going basis;Strong adaptability of learning new emerging technologies and drive innovation to deliver best in class value for customer;Diligent, organized and goal oriented, understands the importance of service level agreements and will work to achieve them;Expertise in managing and troubleshooting of O365 environment.Assist in performing root cause analysis of critical outage and incidents, engineer permanent solutions, and coordinate implementations;Understanding of Cloud-based applications such as Microsoft Azure; Desirable:Understanding of Azure cloud technology and associated offering of Azure. KEY RELATIONSHIPS AND CONTACTS: With Client:Establish and foster excellent relationship with customers and key stakeholders;Develop processes to improve efficiency and effectiveness for the client as an on-going basis with Line Manager and Senior Stakeholders;Main regular contact with Line Manager and Senior Stakeholders to update and appraise on critical business issues and data points;Recognizes the importance of the Customer through gaining feedback and using it as a basis for decision-making. Shares key findings with colleagues and great stories of exceptional customer service; With multi geography teams:Regular contact with teams across shores as and when required to update them on current issues and decisions, seeking support for issues that affect the success of on-going deliverables;Coordination with offshore team & onsite team and direct them for their deliverables and managing onshore client stakeholders; With Peers:Develop positive relationships with other business partners, both internal and external, ensuring best practice advice is shared and maximum efficiency achieved; Flexibility:Client operate a 24/7 on-call service and there may be occasions whereby you will be asked to support with on-call duties, such as application release of new enhancements in existing service etc. on a rota basis;There may be a requirement to travel to India for short periods to take part in training and knowledge transition and team building on an as and required basis;Flexible to learn additional skills to lead and coordinate for other application within the stream as per the need and requirements;Flexible to travel across UK for client stakeholder meetings or events. Resilient:Remains positive when faced with setbacks and continues to work towards a solution. Considers the impact of decisions and reviews decision as required.
