Microsoft 365 (M365) - As part of the managed services engagement, the TechM is responsible for delivering Level 2 support of both Cloud & On Prem M365 Services which includes administration, and optimization of the M365 workplace to ensure secure, compliant, and efficient usage across the enterprise. Deliver L2 support for SharePoint management by providing / revoking access, increasing / reducing quota of approved space. Collaborate with Level 3 team of Customer as required for Incident, Service Request, Problem and Change management activities.
Responsibilities / Scope:
· Provide steady-state Level 2 (L2) user support for incidents for in scope Services for M365 management issues, including patch management, configuration, compliance, and reporting. Provide L2 support for SharePoint. Delivering services through a structured operational model to ensure: Optimal performance, Enhanced user productivity.
· Service Availability, Compliance Report
o Monitor Service Availability
o Enforce Compliance policies as approved by Customer
o Reporting Services as agreed
· User Experience
o Monitor User Experience from tool provided by Customer. Propose ideas to enhance User experience
· Problem Management
o Trend Analysis of tickets managed and identification of Automation candidates
· Service Window
o Deliver 24x5 support – Shift based support
· Service Team
o All Engineers based in India
· On-call support for Priority 1 incidents and planned Changes outside the standard service window