Key Responsibilities

• Manage major incidents and complex escalations across Microsoft 365 collaboration and voice services.

• Oversee support for Teams, Teams Voice, Exchange Online, SharePoint Online and OneDrive.

• Review technical changes, implementation plans, rollback procedures and post-change validation.

• Lead problem investigations, root-cause analysis and recurring-issue prevention.

• Coordinate cross-domain issues with network, identity, security, endpoint, carrier and vendor teams.

• Review engineer outputs and maintain runbooks, knowledge articles and known-error documentation.

• Coach team members and identify service-improvement and automation opportunities.

Must-Have Technical Skills

• Advanced hands-on expertise in the designated technology track, with the ability to coordinate adjacent tracks.

• Advanced operational knowledge of Microsoft 365 and Office 365 services.

• Strong hands-on experience with Microsoft Teams and Microsoft Teams Voice.

• Advanced knowledge of Exchange Online mail-flow troubleshooting.

• Experience supporting SharePoint Online and OneDrive for Business.

• Strong understanding of Teams calling policies, dial plans, number management, call routing and voice configuration.

• Experience troubleshooting call-quality, PSTN connectivity and enterprise voice issues.

• Ability to analyse Microsoft 365 service health, message traces, logs and technical alerts.

• Experience leading complex incident restoration and technical problem investigations.

• Strong understanding of incident,



request, problem, change and major-incident management.

Good-to-Have Skills

- Understanding of Microsoft Entra ID dependencies affecting collaboration and voice services.
- Exposure to Cisco voice platforms where integrated with Microsoft collaboration services.
- Experience with Microsoft 365 monitoring, reporting and service-usage analysis.
- Experience leading knowledge-transfer and service-transition activities.

Relevant Technologies

Microsoft 365, Office 365, Microsoft Teams, Microsoft Teams Voice, Exchange Online, SharePoint Online, OneDrive for Business, Microsoft 365 Admin Center, Teams Admin Center, Exchange Admin Center, SharePoint Admin Center, Microsoft Entra ID, PowerShell, enterprise voice services, PSTN connectivity, session border controllers, Direct Routing, Cisco voice platforms where applicable, and IT service-management tools.

Experience Required: 412 years of experience in unified communications, Microsoft 365 or enterprise collaboration services.

• Demonstrated experience supporting Microsoft Teams Voice or comparable enterprise voice services.

• Experience working in a large, distributed enterprise workplace.

• Experience delivering services through rotational, shift-based or 24x7 support operations.

Education / Certifications: Bachelor's degree in Computer Science, Information Technology, Engineering or equivalent practical experience. Microsoft Azure or Azure Virtual Desktop certification preferred; Nerdio training/certification and ITIL

📌 Urgent opening For (Hyderabad)
🏢 EPAM Systems
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