職務内容：

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SME-O365-MsgSERVICES,IN-PREMISEEXCHANGE

Job Summary
The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the efficient resolution of escalated incidents and tickets related to O365 Messaging Services and In-Premise Exchange. This position is vital for maintaining high customer satisfaction levels through effective analysis, quality compliance, and proactive communication with stakeholders.

• Key Responsibilities
  1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Related To O365 Messaging Services And In-Premise Exchange, Adhering To Agreed Slas And Quality Standards.
  2. Mentor Administrators And Team Members, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation While Facilitating Knowledge Sharing Within The Team.
  3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
  4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Understand And Address Any Issues Related To Messaging Services.
  5. Validate And Present Analyses, Including Root Cause Analysis And Trend Analysis, To Key Business Stakeholders, Facilitating Informed Performance Improvements And Decision-Making.
  
  Skill Requirements
  1. Advanced Proficiency In O365 Messaging Services And In-Premise Exchange.
  2. Strong Analytical Skills With A Focus On Incident Resolution And Performance Analysis.
  3. Excellent Communication And Presentation Skills To Effectively Liaise With Business Stakeholders.
  4. Solid Understanding Of Capacity Planning And Change Management Processes.
  5. Familiarity With Documentation Best Practices And Knowledge Sharing Methodologies.
  
  Certification
  1. Optional But Valuable Certifications: Microsoft Certified: Messaging Administrator Associate.