Position Description: Key Responsibilities1) L3 Escalation &

- Expert Support

- Act as the highest escalation point within Operations for complex Viva related incidents and service issues before escalation to the Viva SME.

- Provide deep functional and technical troubleshooting across the Viva suite (e.g., Viva Connections, Engage, Learning, Amplify, Insights, Goals as applicable).

- Diagnose complex integration issues across Viva, Teams, SharePoint, Entra ID, and M365 services.

- Lead technical resolution during major Viva related incidents and coordinate with platform teams and the SME when product level decisions are required.

- Coach L1/L2 support teams and improve their ability to troubleshoot Viva related issues.

2) Operational Excellence

- Own day-to-day operational stability and reliability of the Viva platform from a service perspective.

- Execute and maintain operational runbooks, support procedures, and service playbooks defined with the SME and Platform Owners.

- Ensure Viva services meet agreed SLAs, support KPIs, and service quality standards.

- Proactively identify operational risks, recurring issues, and support gaps and propose improvements to the SME.

- Support service readiness for Viva changes, feature rollouts, and configuration updates.

3) Knowledge, Standards &

- Incident Resolution Matrix

- Maintain and improve technical and functional knowledge base, troubleshooting guides, and support documentation for Viva.

- Apply and operationalize standards and guardrails defined by the Viva SME (governance, configuration, integrations, usage boundaries).

- Maintain the incident resolution matrix (L1/L2/L3/SME boundaries,



escalation paths, ownership) for Viva related support.

- Ensure consistent and repeatable resolution patterns for Viva incidents and requests.

- Provide feedback to the SME on gaps in documentation, standards, or supportability.

4) Problem Management &

- Service Improvements

- Lead problem investigations for recurring Viva issues, integration failures, or experience impacting defects.

- Perform trend analysis on incidents and support tickets to identify improvement opportunities.

- Implement operational improvements, configuration optimizations, and small automations within agreed guardrails.

- Partner with the Viva SME to validate root causes and define long-term corrective actions.

- Drive continuous reduction of incident volume and improvement of platform stability and support quality.

5) Stakeholder &

- Platform Collaboration

- Act as the primary technical operations interface for Viva between Service Operations, Platform Teams, and the Viva SME.

- Work closely with Teams, SharePoint, Identity, Security, and M365 platform teams on cross-platform Viva topics.

- Support change and release activities with operational impact assessments and readiness checks.

- Communicate clearly with stakeholders during major incidents,



service issues, and improvement initiatives.

- Represent Service Operations in Viva related working groups and platform collaboration forums.

Must Have Skills &

- Experience

- Strong hands-on experience with Microsoft 365 Viva modules (e.g., Viva Connections, Engage, Learning, Amplify, Insights, Goals as applicable).

- Solid understanding of M365 ecosystem integrations, especially:

- Teams (as the primary Viva surface)

- SharePoint Online (for Connections, content, intranet scenarios)

- Entra ID (identity, groups, access, permissions)

- Proven experience in an L3/senior support or operations engineering role for M365 or digital workplace platforms.

- Strong troubleshooting skills across

- Viva configuration and experience issues

- Content surfacing and permissions problems

- Integration issues between Viva, Teams, and SharePoint

- Experience working with ITSM processes (Incident, Problem, Change, Knowledge).

- Ability to perform root cause analysis for recurring or high impact Viva issues.

- Experience maintaining runbooks, SOPs, KB articles, and support documentation.

- Valuable understanding of service reliability, SLAs, and operational KPIs.

- Hands-on experience with PowerShell and M365 admin portals for investigation and basic automation.

- Experience working in enterprise or large-scale environments with multiple stakeholders.

Locations

Syensquo-Microsoft 365 Viva-L3-Pune

Category: Infrastructure/Cloud

Main location: India, Maharashtra, Pune

Position ID: J0826-1455

Employment Type: Full Time

📌 Syensquo-Microsoft 365 Viva--Pune (India)
🏢 Cgi Group
📍 India