Deputy Manager-m365, Exchange On-premises-pune

**About VOIS**:
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.
Over 29,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.
Established in 2006, VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.
VOIS

**About VOIS India**:
In 2009, VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

**Role**:
Role purpose: The Messaging Specialist provides second level support for Vodafone’s global messaging platforms, including Exchange, Exchange on line and ActiveSync, Enterprise Archive. The role owner is also responsible for incident handling, working closely with Service owners and Operational service owners to deliver quality support to all Vodafone Employees
Key accountabilities (Role Description)
- Service operations within the operational KPIs of the end user SLA
- Exhibits technical experience focused on driving adoption of Microsoft Office 365 with a good technical understanding of the Exchange online service.
- Possesses a broad knowledge of e-discovery and retention tools and best practices.
- Possesses basic knowledge of key end-user scenarios and technical architecture for Office 365 & Exchange Online
- Performs ongoing administration and account maintenance of the Office 365 tenant.
- Acts as the primary contact for service escalations and issues troubleshooting, providing Second-level support
- Working instructions and training material for customer service desk, first and second level support teams
- Ability to solve problems quickly, develop workflow and processes for operation teams, and automate processes through writing and maintaining custom PowerShell scripts to remediate any open issues.
- Analyzes Office 365 service reports, auditing log and third-party service reports.
- Good knowledge on Exchange Hybrid setup.
- Managed Exchange client configuration using Microsoft Office Outlook 2013 & Office Pro Plus.
- Good Knowledge in the Microsoft Exchange Management Console.
- Provided support and maintenance of Microsoft Office Outlook Web Access and Microsoft Office Outlook E - mail, Calendaring & Scheduling.
- Good understanding of Exchange server patching.
- Participates in employee development through training and technology transfer to existing technical support team members.

Provides second level support for service operations and service transition tasks for the global messaging services delivered to all Vodafone employees

**Role**:

- Works closely with second level support teams for the global messaging services and with support teams in local markets and in other Group Technology departments (DC, Networks)
Works closely with project teams delivering changes to global messaging services and / or rolling out global messaging services to new local markets or to Vodafone acquisitions and performs quality assurance for project deliverables against operational requirements
Ability to communicate with and work effectively across international and distributed teams
Act as role model to the support teams for delivering world class user experience and for taking end-to-end ownership for service quality.
Essential
- IT Operations background with 2 - 4 year’s experience in large office environments (> 30.000 users) for multi-functional, multi-national companies and for mission-critical services
- Strong analytical skills and the demonstrated capability to manage the resolution of technical issues in complex environments under pressure and effectively
- Proven ability to deliver effectively in a geographically distributed large international organization
- Technical knowledge of and past experience with Messaging Services and related technical components (Microsoft Exchange, Exchange-on-line, Active Sync, Active Directory, Enterprise Vault, DHCP, DNS, Windows Server), configuration management and automated deployment
- Basic technical knowledge and experience about Datacenter and Network setup and operations
- Basic technical kn