Senior MS Teams Incident & RCA Engineer

Wipro; Redmond (UT); On-site; USD 45,000 - 121,000; Full time

Benefits offered by this job

Medical & Dental Benefits

Disability Insurance

Paid Time Off

Other Leave Options

Job summary

Wipro is seeking a Senior Microsoft Teams Incident Escalation Specialist to join our team in the United States. You will act as the senior escalation point for complex Teams incidents and service-impacting issues, fielding escalations from Tier 1 and 2, and driving root-cause analyses and corrective actions.

You will coordinate incident resolution across Microsoft 365, identity, network, security, endpoint, telecom, and infrastructure groups, and develop knowledge articles to empower lower

Qualifications

• Mandatory Skills: M365 Teams Collaboration.
• Experience: 3-5 Years.

Responsibilities

• Serve as the senior escalation point for complex Microsoft Teams incidents and service-impacting issues.
• Investigate issues escalated from Tier 1 and Tier 2 support teams.
• Perform detailed root-cause analysis and identify corrective and preventative actions.
• Troubleshoot intermittent, multi-user, regional, and enterprise-wide Teams issues.
• Reproduce complex technical problems and document troubleshooting findings.
• Coordinate incident resolution across Microsoft 365, identity, network, security, endpoint, telecom, and infrastructure teams.
• Develop technical documentation and knowledge articles that enable lower support tiers to resolve recurring issues.
• Troubleshoot complex Teams meeting and conferencing issues.
• Diagnose audio, video, screen-sharing, connectivity, and meeting-quality problems.
• Investigate Teams Phone and PSTN calling issues.
• Troubleshoot calling policies, routing-related problems, caller behavior, voicemail, and conferencing issues.
• Analyze call-quality and connectivity problems and coordinate with network or telecom engineering teams when necessary.
• Correlate Teams symptoms with network, endpoint, identity, and Microsoft 365 service dependencies.
• Partner with network engineering teams on complex real-time communications issues.

Skills

M365 Teams Collaboration

Job description

Wipro is seeking a Senior Microsoft Teams Incident Escalation Specialist to join our team in the United States. You will act as the senior escalation point for complex Teams incidents and service-impacting issues, fielding escalations from Tier 1 and 2, and driving root-cause analyses and corrective actions.

You will coordinate incident resolution across Microsoft 365, identity, network, security, endpoint, telecom, and infrastructure groups, and develop knowledge articles to empower lower