Job Description

Senior Support Engineer
- - - - - - - - - - - -• Manage part:
+ Manage functionally a team of support analyst (6 to 12 peoples external or internal) by being escalation point.
+ Guarantee the transition in BAU of the evolution or new services of his perimeter seamlessly
+ Organize the activity of the support analysts part of his/her team by ensuring the capacity planning of the team to proceed to :
- Operational activities related to Incident and Service Request management
- Service Deployment management for evolution or new services
- Operational activities related to Change management
- Reporting & Monitoring
- Data management
- Problem management
- Backlog management
+ He is the privileged and escalation point of contact for any interaction with the support team
+ Replace the Global Delivery Manager, in case of absence or unavailability
+ Participate in the recruitment of support analysts
• Functional part:
+ Manage Incident, assess impact & confirm priority. Ensure technical & functional, provide solution to end-users, proposing workarounds if required. Informs end-users on the incident management progress.
+ Work closely with other resolution teams that are directly or indirectly impacting collaboration services with excellent knowledge on User lifecycle, SharePoint Online, Exchange Online, Teams, OneDrive, Email security and other components of Collaboration tools and services and good awareness on IAM services, Workplace services.
+ Manage Service Requests (SR) according expected level of service. Handle SR execution or assign it to other contributors, informs end-users on SR fulfillment progress until its closure.
+ Operate daily/weekly/monthly/quarterly/yearly "housekeeping" activities. Use monitoring tools setup by Engineers & Service Owners, handle alerts & communicates with other contributors to minimize impacts on end-users
+ Contribute to the User Acceptance Test of the projects related to the Service Offering
+ Contribute to Knowledge articles & EUX Catalog updates. Update existing knowledge articles and known errors, create the missing ones.
+ Can work on a follow-the-sun mode
+ Contribute to the Service Offering continuous improvement, by identifying required improvement and automation