Position Description
Key Responsibilities
• 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
• 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
• 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
• Problem Management & Service Improvements
• Lead problem investigations for recurring Viva issues, integration failures, or ex
📌 Syensquo-Microsoft 365 Viva--Pune (India)
🏢 CGI
📍 India