Windows Imaging L2
Wipro
Job Description We are seeking an experienced Microsoft Teams Subject Matter Expert (SME) - L3 to support and stabilize the Microsoft Teams environment at Speira. The primary focus of this role will be to assess the current Teams landscape, address existing challenges, particularly in the Teams Voice area, implement best practices, and provide knowledge transfer to the operational team.This engagement aimed at improving service maturity, streamlining operations, and enabling long-term self-sufficiency within the support organization.Key Responsibilities:•Microsoft Teams Administration•Serve as the Level 3 technical expert for Teams Online.•Review and assess the current Teams configuration and architecture.•Identify gaps, risks, and improvement opportunities.•Provide recommendations aligned with Microsoft best practices.•Teams Voice & Telephony•Analyze and troubleshoot complex Teams Voice issues.•Support Direct Routing, Operator Connect, and Microsoft Calling Plans.•Review call flows, voice policies, dial plans, and routing configurations.•Optimize Teams Voice performance and user experience.•Address recurring incidents and problem records.•Service Improvement•Conduct a maturity assessment of the current Teams environment.•Review operational processes and governance practices.•Analyze Top 10 call drivers related to Teams and collaboration services.•Define and implement service improvement initiatives.•Technical Leadership•Act as the escalation point for complex Teams-related incidents.•Guide support teams in troubleshooting and root cause analysis.•Review architecture changes and provide technical recommendations.•Knowledge Transfer & Mentoring•Coach and mentor existing support engineers.•Develop operational documentation, troubleshooting guides, and knowledge articles.•Conduct knowledge-sharing sessions and workshops.•Enable the support team to independently manage the environment following the engagement.Required Skills & Experience:Technical SkillsStrong experience with Microsoft Teams administration.Deep expertise in:Teams VoiceDirect RoutingOperator ConnectCalling PlansAuto AttendantsCall QueuesVoice PoliciesDial PlansStrong understanding of:Microsoft 365Microsoft Entra IDExchange OnlineIdentity and Access ManagementExperience with PowerShell administration and automation.Experience with Teams reporting and analytics.Troubleshooting Expertise:Advanced troubleshooting of Teams meetings, calling, and collaboration services.Experience handling major incidents and problem management activities.Strong analytical and root cause analysis skills.Preferred Qualifications:Microsoft Teams Administrator Associate (MS-700)Microsoft 365 Administrator ExpertExperience working in enterprise environments with more than 5,000 usersITIL Foundation certificationExperience working with managed services and global support teams
Mandatory Skills: M365 Teams Collaboration
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Experience: 3-5 Years
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