Senior Support Lead

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Experience in the administration and configuration of M365 Viva Learning Product Able to administrate M365 Tenant via admin portal Understands how to implement M365 Evergreen Changes communicated via M365 admin portal Ability to manage incidents, problems and changes including root cause analysis. Able to extract logs and query for incident and problem investigation ITIL v3 or v4 Qualification (to Foundation Level) Knowledge and experience of using ITSM systems (ServiceNow etc) Technical Recovery Management Able to administrate Viva Engage PowerShell scripting experience Able to navigate Entra Id and diagnose user and licensing issues within M365 Excellent communication skills - able to provide great customer service over various communication channels Good prioritisation skills

Nice to have skills: Understand Viva Products (such as Glint, Learning, Connections, Skills, etc) Understand Organisational Hierarchies and how this may impact Glint, Insights, etc Understanding of security controls that M365 has - Conditional Access Policies, Purview, PIM, etc Understanding of how Microsoft cloud services interact with network services such as Firewalls and Proxies Able to automate processes Ability to communicate complex technical issues in easy to understand terms Stakeholder management Understands least privilege model Jira/Confluence skills and agile methodologies