Talent500 is hiring for one of its clients.

Who are we:

Core Insurance Platforms (CIP) is Zurich’s global capability responsible for building, running, and evolving core insurance technology. We set a unified, scalable operating model—covering governance, standards, architecture, service delivery, and reuse—so our business units can deliver at speed and scale.

CIP is the strategic steward of Zurich’s Guidewire ecosystem, aligning platform roadmaps to business strategy while driving stability, modernization, reduced supplier dependency, and long term cost efficiency.

India delivery center is one of our global delivery and capability hub. We bring together experts in AI, engineering, analysis, quality, and architecture to deliver product & process solutions, application run services, change and transformation initiatives, and centralized platform services across both on prem and Guidewire Cloud environments. Our teams operate from multiple global delivery centers, supporting Zurich’s business units worldwide.

SharePoint SME

Your opportunity:

As a Microsoft 365 Support Subject Matter Expert, you will provide technical and operational support for Zurich's Microsoft 365 services. You will act as an escalation point for incidents and service requests, produce operational reporting, identify recurring issues and help improve service reliability and quality.

You will work closely with Zurich product teams, service management, the Global Service Desk, resolver groups, suppliers and Microsoft.

Key responsibilities:

Incident management:

- Investigate and resolve complex Microsoft 365 incidents escalated by the Service Desk or other resolver teams.
- Coordinate technical investigation across internal teams, suppliers and Microsoft.
- Maintain accurate incident records, technical updates and resolution details.
- Support high-severity incidents, including diagnosis, stakeholder updates and service restoration.
- Perform root-cause analysis and identify corrective or preventative actions.
- Identify recurring incident patterns and recommend service improvements.
- Ensure incidents are progressed within agreed service levels.

Request fulfilment:





- Fulfil approved Microsoft 365 service requests using documented processes.
- Support access, configuration, licensing and operational requests.
- Validate request information, approvals and technical prerequisites.
- Escalate requests that require product-owner, security, compliance or architecture approval.
- Maintain request procedures, fulfilment instructions and support documentation.
- Identify opportunities to automate repeatable request processes.
- Provide clear updates to requestors and service stakeholders.

Service reporting:

- Produce regular operational reports covering incidents, requests, backlog, service levels and recurring issues.
- Monitor ticket ageing, assignment quality and resolution progress.
- Analyze trends and highlight service risks, capacity concerns and improvement opportunities.
- Validate reporting data and investigate inconsistencies.
- Prepare concise updates for product owners and service-management stakeholders.
- Track agreed improvement actions through to completion.

Microsoft 365 technical support:

- Provide subject-matter expertise across Microsoft 365 services and their integration with the Zurich environment.
- Troubleshoot service, configuration, authentication, access and performance issues.
- Use Microsoft 365 administrative tools and approved automation to investigate and resolve issues.
- Assess the operational impact of Microsoft service changes and releases.
- Support testing and operational readiness for new functionality.
- Provide technical advice to projects and product teams.
- Maintain awareness of Microsoft product roadmaps, service changes and support guidance.
- Ensure all activity follows Zurich security, access and change-management controls.

Knowledge and continuous improvement:





- Create and maintain technical procedures, knowledge articles and troubleshooting guides.
- Transfer knowledge to Service Desk and resolver teams.
- Improve ticket routing, diagnostic information and resolution instructions.
- Recommend changes that reduce ticket volumes or improve resolution times.
- Participate in problem, change and service-review activities.
- Promote consistent processes and support standards across locations.
- Contribute to operational automation and reporting improvements.

Required skills and experience:

- 9-14 years' experience in IT operations or enterprise technology support.
- Strong practical experience supporting Microsoft 365 in a large enterprise environment.
- Experience managing incidents, service requests and operational queues.
- Good understanding of ITIL incident, request, problem and change-management practices.
- Experience troubleshooting Microsoft 365 service, access, configuration and integration issues.
- Experience using Microsoft 365 administration portals and reporting tools.
- Ability to analyze operational data and present transparent findings.
- Ability to create technical documentation and support procedures.
- Strong written and spoken English.
- Ability to explain technical issues to technical and non-technical stakeholders.
- Ability to work independently, priorities competing activities and take ownership through to resolution.

Preferred skills and experience:

Working knowledge across several of the following:

- Exchange Online
- Microsoft Teams and Teams Phone
- SharePoint Online and OneDrive
- Microsoft 365 Apps
- Microsoft Entra ID
- Microsoft Purview
- Power Platform
- Microsoft 365 Copilot
- Copilot Studio
- Github Copilot
- Experience with ServiceNow or a comparable enterprise ITSM platform.
- Experience with Power BI or similar operational-reporting tools.
- PowerShell or comparable automation experience.
- Experience working with Microsoft support and external service providers.
- ITIL 4 Foundation certification.
- Microsoft 365 certification, such as MS-900 or a relevant role-based certification.

📌 Associate Staff SharePoint SME-28612] (Hyderabad)
🏢 Talent500
📍 Hyderabad