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.

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

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.