Role : M365 T2T Hypercare Lead Location : Warwick, UK The company: Wipro is an exciting organization to work for.
Please make sure you read the following details carefully before making any applications.
We ranked as a “Top Employer” as part of the Top Employer Institute annual listings.
We were assessed on several key HR practices including Diversity and Inclusion.
This is accompanied by exciting business growth in the last six-quarters.
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: Lead the hypercare support team, ensuring effective resolution of user issues during the hypercare period.
Act as a senior escalation point for team members across M365 workloads, particularly Exchange Online, SharePoint, and Teams.
Identify issue trends and work with M365 migration team to resolve, and/or document workarounds to KB or User Guides.
Oversee the creation and maintenance of existing user guides, FAQs, service desk KB articles, and support documentation.
Monitor and report on hypercare performance metrics, including ticket resolution times and user satisfaction, to key stakeholders.
Ensure alignment between hypercare activities and long-term BAU support readiness.
Collaborate with the communications and change teams to address user feedback and ensure clear dissemination of updates.
Key Skills: Expertise in M365 workloads: Exchange Online, SharePoint, Teams (mandatory); Power Platform knowledge (preferred).
Proficiency in managing hypercare operations, including ticket triage and resolution.
Strong understanding of tenant-to-tenant migrations and associated challenges, with experience in post-migration support.
Knowledge of ITSM tools, particularly ServiceNow, including ticket logging, escalation, and reporting workflows.
Exceptional problem-solving and troubleshooting skills for complex technical issues.
Ability to create clear, concise user documentation, including user guides, FAQs, and KB articles.
Strong leadership and team management skills, with the ability to mentor and guide less experienced team members effectively.
Experience: Experience in multiple tenant-to-tenant migration projects, including leading hypercare support efforts.
Proven track record in producing high-quality user documentation and knowledge transfer materials.Leadership experience in managing technical support teams during high-pressure scenarios, such as post-migration hypercare periods.
Benefits : You will receive a competitive salary, a generous benefits package, training, and development, as well as an exciting career within a fast paced and dynamic business.
The benefits include; · Contributory pension · Extra holiday purchase · Life insurance policy · Private medical insurance Equal Opportunities: Wipro is an advocate for positive change and conscious inclusion.
As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace.
All applicants welcome.