O365 Production Support

Job Description

Job Description O365 Production Support Required technical skills: Working experience on O365 products (Microsoft Outlook (OWA & Desktop), Microsoft Bookings, Book with Me, Calendar Substrate/Platform areas, Holiday Calendar, Calendar Sharing, M365 Calendar, Mini OWA, Outlook Lite, Microsoft Places Working experience with ticketing tools such as ADO and ICM Handling enterprise grade customer issues, Customer communications, Experience mediating between customer and product groups. Ability to track incoming queries / incidents from customers and acknowledge them and manage the communication / expectations with the customer until the issue is resolved. Ability to understand the issues reported by customers and summarize the issue/query for the product team to get a quick resolution. Triage the area path for the issue, route the issue to the correct team based on the are path. Experience investigating customer issues by analysing logs to root cause – find errors, read errors to point to code and find related code change/flight that could have resulted in the issue, either internal or external. Mitigate/Resolve issue by rolling back the flight / setting / disable kill switch / code fix. Run a set of test cases daily and investigate/report any issues, send a report to the team alias with the results of the Test Cases and investigation notes if any issues are found Monitor incoming ADO work items / ICM tickets / mails to DRI DL to identify the issue / patterns and escalate / engage Ems/SMEs as required for quick resolution Understanding of EXO / Substrate / Outlook engineering systems is an added advantage. Required soft skills: Excellent and effective verbal and written communication skills Problem-solving and decision-making skills to investigate, diagnose, and resolve simple and complex issues. Adaptability with technology, new updates and changes Additional requirements: Willing to work in rotational shifts providing 24/7 support Ability to work as a team 2-3 years of working experience on required products and tools