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Requisition ID: 41874
City: Warwick
Country/Region: GB
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
M͏ 365 Consultant
Tenant-to-Tenant Migration Experience, Post-Migration Support Experience, Additional Support Experience is mandate.
NP: Immediate/2-3 Weeks max
Location: 2 Days a Week to Warwick/Wokingham
Role Description:
The Hypercare Lead will be responsible for overseeing and managing the hypercare support team during a rolling post-migration period of a large-scale M365 tenant-to-tenant migration project. They will act as the senior escalation point within the team and ensure smooth resolution of tickets and seamless handover to business-as-usual (BAU) operations.
The ideal candidate will possess a deep understanding of the M365 ecosystem and extensive experience with tenant-to-tenant migrations, as well as leadership capabilities to guide a hypercare team.
Responsibilities:
1. Lead the hypercare support team, ensuring effective resolution of user issues during the hypercare period.
2. Act as a senior escalation point for team members across M365 workloads, particularly Exchange Online, SharePoint, and Teams.
3. Identify issue trends and work with M365 migration team to resolve, and/or document workarounds to KB or User Guides.
4. Oversee the creation and maintenance of existing user guides, FAQs, service desk KB articles, and support documentation.
5. Monitor and report on hypercare performance metrics, including ticket resolution times and user satisfaction, to key stakeholders.
6. Ensure alignment between hypercare activities and long-term BAU support readiness.
7. Collaborate with the communications and change teams to address user feedback and ensure clear dissemination of updates.
Key Skills:
1. Expertise in M365 workloads: Exchange Online, SharePoint, Teams (mandatory); Power Platform knowledge (preferred).
2. Proficiency in managing hypercare operations, including ticket triage and resolution.
3. Strong understanding of tenant-to-tenant migrations and associated challenges, with experience in post-migration support.
4. Knowledge of ITSM tools, particularly ServiceNow, including ticket logging, escalation, and reporting workflows.
5. Exceptional problem-solving and troubleshooting skills for complex technical issues.
6. Ability to create clear, concise user documentation, including user guides, FAQs, and KB articles.
7. Strong leadership and team management skills, with the ability to mentor and guide less experienced team members effectively.
Experience:
1. Experience in multiple tenant-to-tenant migration projects, including leading hypercare support efforts.
2. Proven track record in producing high-quality user documentation and knowledge transfer materials.
3. Leadership experience in managing technical support teams during high-pressure scenarios, such as post-migration hypercare periods.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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