O365 Enterprise Administrator

3 years exp

**Roles & Responsibilities**

Key Roles and Responsibilities:

- Proactively monitor the work queues and provide support to client where the ticket is highly technical or sophisticated in nature
- Work independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA.
- Timely and consistent updates of tickets with resolution tasks performed Proactively identify, investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner.
- Capture all required and relevant information for immediate resolution
- Provide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.
- Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers
- Communicate with other teams and clients for extending support.
- Act as emergency support contact as needed, for critical client and business impacting issues
- Ensure that the shift hand over process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
- Support, track, and document change implementation
- Timely escalation of all tickets to management with ensuing updates, where applicable
- Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks
- Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
- Coach Service Desk, Operations Center and L3 teams offering technical expertise and pushing work down to other engineering teams
- Performs quality audits, covering process, service experience, ticket updates etc as required

**Knowledge, Skills and Attributes**:

- Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Deep technical skills in relevant functions
- Excellent client service orientation and passion for achieving or exceeding expectations
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a KPI driven environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

**Required Experience**:

- Advanced degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Preference is a Masters in Computer Science or equivalent
- Substantial Managed Services experience
- Strong experience in O365 Administration
- Excellent knowledge and experience in ticketing tools, preferably Service Now
- Worked in multiple large Global Enterprise client outsourcing projects
- Extensive vendor management experience
- Track record of effective shift left work management skills
- In-depth experience and understanding of the IT industry and standards for IT service management
- Excellent experience in more than one area of expertise
- Excellent experience across Emerging technology and trends impacting IT operations

**NTT Singapore Pte Ltd (NTTS)** is the regional headquarters of NTT Communications Corporation (NTT Com) for Asia Pacific Region.

Established in 1997, NTT Singapore has more than 10 years of expertise in providing information and communications technology (ICT) solutions worldwide.

NTT Singapore offers diverse high-quality connectivity, data centre solutions, security services, IT management services, voice and conferencing solutions and solution integration services to its enterprise customers.

NTT Communications is a wholly owned subsidiary of Nippon Telegraph and Telephone Corporation (NTT Corp.), one of the world’s largest providers of telecommunications services.

In 2013, NTT Corp. is ranked no.1 in telecom industry in the Fortune Global 500* list with operating revenues of more than $133,077 million. It is positioned 32nd among the top 500 corporations worldwide.

NTT Com's extensive global infrastructure includes Arcstar secure private networks, which cover 196 countries/regions and a tier-1 IP backbone network connected with major ISPs worldwide, as well as secure data centers at over 150 locations worldwide.