Tower Lead - Microsoft Message Queuing

Frankfurt Am Main, Stadt, Hesse

Job Summary

The Tower Lead for Support & Operations plays a pivotal role in ensuring the seamless delivery of messaging services through O365 and In-Premise Exchange. This leadership position is responsible for managing escalations, validating operational processes, and driving customer satisfaction initiatives in alignment with organizational goals. The role emphasizes strategic oversight and the implementation of innovative solutions to enhance service quality and operational efficiency.

Key Responsibilities

1. Oversee The Generation Of Tower-Level Ee And En Revenue By Implementing Strategic Initiatives And Monitoring Performance Metrics Related To O365 And In-Premise Exchange Services.

2. Ensure Timely Resolution Of Escalations And Crises By Adhering To Sla Norms, Utilizing Expertise In O365 Messaging Services To Guide The Team In Problem-Solving.

3. Validate Operational Reports And Maintain Operational Hygiene By Overseeing The Delivery Of Services As Outlined In The Statement Of Work (Sow), Ensuring Compliance With Quality Standards.

4. Foster Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance User Experience And Engagement With O365 Services.

5. Lead The Implementation Of The Profit Improvement Plan (Pip) By Leveraging Automation Tools And Self-Driven Initiatives To Optimize Operational Efficiencies And Reduce Costs.

Skill Requirements

1. In-Depth Knowledge Of O365 Messaging Services And In-Premise Exchange.

2. Solid Understanding Of Operational Management And Service Delivery Frameworks.

3. Strong Analytical Skills For Generating And Validating Operational Reports.

4. Excellent Communication Skills For Engaging With Customers And Stakeholders.

5. Proven Ability To Implement Strategic Initiatives And Drive Process Improvements.

Other Requirements

1. Microsoft Certified: Messaging Administrator Associate (Optional But Valuable).

2. Itil Foundation Certification (Optional But Valuable)

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