Exchange

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Office 365 with Microsoft Teams L3 Job Responsibility:

Ø Good Work experience in Office 365 – Exchange Online, Microsoft Teams with Voice integration.

Ø Migration knowledge of an on-premise Exchange environment to Office 365

Ø Troubleshooting inbound and outbound queues, mail routing issues, server errors, mail delivery latency issues, analysis of NDR

Ø Handling OWA, ActiveSync related issues

Ø Understanding in Office 365 Authentications, SSO, MFA etc

Ø Good Understanding in Exchange Online Protection (EOP)

Ø Good understanding in Azure AD and CA Policies etc

Ø Good Knowledge on Exchange and Office 365 PowerShell scripts.

Ø Good Knowledge on Email gateways and anti-spam (Message LAB, Proof point, Barracuda, Mimecast, etc...)

Ø Experience on O365 Migrations and related Tools like Quest Migration or any other third party tool

Ø Very Good Understanding and Work Experience with Microsoft Teams

Ø Expert level knowledge in Voice services, MS teams Enterprise voice skills is highly desirable.

Ø Provides operational readiness activities aligned to Microsoft Teams and potentially supporting services such as SharePoint Online and OneDrive for Business.

Ø Deep experience with Azure AD Group, O365 license management and O365 Groups.

Ø Exposure to O365 Guest Access and Third party integration.

Ø In-depth knowledge of:

- Audio/Video/Web Conferencing.

- Session Border Controllers/Gateways

- SIP Trunk Configuration

- High Availability and Disaster Recovery

- Federation

- Persistent Chat

- Office Web Apps

- Firewall Rules

- Monitoring/Reporting.

Ø Understanding of Real Time Communication Protocols, eg SIP

Ø Experience of integrating Skype for Business and Teams within telephony systems

Ø Experience implementing Public Key Infrastructure (PKI) with Active Directory.

Ø Good knowledge of networking concepts and technologies.

Ø Proficient understanding of technology areas such as Active Directory DNS, NLB, Failover clusters etc.

Ø Ensure monitoring is in place and co-ordinate results from various parties, network, telephony, firewalls etc.

Ø Partners with the support team to work through tickets to share and document knowledge and best practices with the aim for the team to support independently.

Ø Provide suggestions and improvements on troubleshooting process

Ø Act as Subject Matter Expert on Teams support and operational ownership

Ø Perform targeted communication or training to ensure operations staff are ready to support

Ø Undertake knowledge transfer to support teams (1st line, 2nd line)

Ø Diagnosis of incidents during the migration, problems and change implementation to include the writing of Change Requests and seeking the required approvals.

Ø Interface directly with the end users, project team and 3rd party to provide support.

Roles and Responsibilities

Ø Manage team of BAU messaging support engineers in offshore incl. on boarding of new staff members

Ø Manage other stake holders, like the wider Workplace team, the Service Desk and the process managers

Ø Deliver O365 and Microsoft Teams related Services against the SLA requirements as per the contract on a daily basis

Ø Resolve technical issues with help of the other members of the support team and update knowledge articles and other documentation when needed

Ø Prepare and provide input in weekly and monthly SLA reporting

Ø Ensure customer satisfaction on delivery of BAU Services related to messaging support in terms of availability and performance

Ø Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications

Ø Ability to work with people in a variety of cultures, countries and time zones

Ø Build technical artifacts for Engineering and operational teams

Ø Good understanding of the technical aspects of the product(s)

Ø Analytical approach to solve complex problems in a complex, large-scale, and multi data-center environments.

Ø Develop and maintain operational documentation and specifications on system builds, disaster recovery, and standard operating procedures.

Ø Drive root cause analysis and provide feedback to improve customer architecture changes.

Ø Drive customer escalated issues to closure by providing workarounds and fixes in a timely manner.

Ø Enhance customer satisfaction by responding to all customer filed issues specific to AD & Windows and providing relief either through self or by driving visibility of the issues upstream to ensure they get fixed.

Ø Work with Local & Global Teams

Ø Perform in 24 x 7 environment in shift roster and attend calls whenever assigned

Qualification :

Ø As per the Project Requirement. Additional Qualification / Skills :

· Good Knowledge on Exchange Online

· Microsoft and other technical/industry certifications desirable.

· Proactive and clear communication skills

· Quality and Process Knowledge

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.