Job Description

The Role

Where you fit in Microsoft 365 tenant is an unique space for each enterprise within Microsoft\xe2\x80\x99s Cloud. We (Shell) are renting space, as a tenant, to manage the M365 service. The Operations Lead for MS Teams is end-to-end accountable for the Microsoft Teams and SharePoint within End User Productivity SOM (EUPSOM). What\'s the role
The IT Operations Lead for Microsoft Teams and SharePoint is end-to-end responsible for the support and delivery of the M365 Operations to the IDT Services & Operations organization. You will manage in-house operations as well as multiple suppliers supporting Shell to ensure issues and problems are resolved end to end. You will additionally acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels. Aside from above, you are expected for the following:

• You will provide management information and reporting for the service.
• The Operations Lead will assume responsibility for day-to-day delivery of these Services, including communications, to the Business in line with the agreed Service Levels and / or Operate Level Agreements.
• You will work closely with the Projects, Portfolio, architect, and suppliers to ensure transparency in managing the services.
• Ensure that the other Service manager in different time zones act as a backup for one of the other Operations Lead during leave and/or absence.
• Manages the operational lifecycle of the landscape and is responsible for compliance with the relevant information security, IT controls and legal and regulatory requirements.
• Manages Supportability & Transition for new demand, changes and projects impacting the portfolio and provides sign off, with Agreement to Deploy and Agreement to Operate as key milestones.
• Together with the business and IT stakeholders the Operations Lead identifies, agrees, initiates, and implements improvement opportunities or initiatives to improve adoption of new features / functionality.
• Works across internal and external service providers and suppliers, as well as staff to ensure the service meets commitments and the business needs

What we need from you

• 4-year Degree related to IT and have 10 or more years of experience in advanced technology support for collaboration services and their platforms within an IT Infrastructure for a large complex and geographically dispersed organization
• Expert technical level knowledge in MS Teams and Sharepoint is mandatory
• Experience in development (Forms, web parts, SPfX customizations etc.), migration of data to and from SharePoint, management of on-premise SharePoint farms etc.
• Experience on ITIL and DevOps methodologies,Drive Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with staff and/suppliers
• Brings proven industry leading technical expertise in Microsoft Collaboration tools and good understanding of the technical aspects of M365 services including Azure AD Group, M365 license management and M365 Groups
• Exposure to M365 Guest Access and Third-party integration
• Troubleshoot and resolve service-related issues to Microsoft Support / SMC.
• Excellent problem solving, decision-making, supplier management, investigative skills and strong relationship skills to work with multiple stakeholders across organizational, business & key supplier boundaries at all levels