O365 Senior Lead Operations

Job Description

O365 Senior Lead OperationsDescriptionO365 Senior Lead Operations - O365 Operations in Global Workplace ServicesAt Pearson, we?re committed to a world that?s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it?s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology ? and each other to surpass these boundaries ? we create seeds of learning that become the catalyst for the world?s innovations, personal and global, large and small.In Technology Operations we are leading a global initiative to move all our colleagues onto Office365 (client and online) including the rollout of InTune, eCDN and voice for Teams. This work is well underway and we are looking for experienced O365 engineers to set up and run our operations function for the Microsoft ecosystem.The ideal person will have high energy, a genuine understanding of how to deliver operations working in collaboration with service desk, engineering and global incident, problem and change management leaders and staying closely aligned to our hosting and network operations teams.Main Responsibilities

• Deliver operational support and administration for the infrastructure and configuration of the Office365 platform to agreed hours across our global estate
• Interface with Microsoft Support for release, maintenance, incident, problem and change management
• Implementation and maintenance of monitoring and alerting across the suite and associated components
• Appropriate incident response and resolution
• Break/fix of all in scope components and platform supporting services
• Interface to Service Operations and Control for compliance and execution of global processes
• Continuous Improvement for Operations
• Work closely with the platform Architects and Service Owners to determine where and when releases or enhancements should be deployed, impact and how that might change CI or monitoring or support mechanisms
• Collaborate with L1 Service Desk and L3 Engineer to ensure processes, handoffs and responsibilities are clear and unambiguous
• Develop and provide reporting on incidents and changes into the platform
• Manage and report on uptime, availability, MTTR, major and minor incidents and root causes (i.e. Microsoft / Pearson)

What do you need to bring to the role?

• Sound technical understanding of the end user landscape from desktop imaging and client through infrastructure, authorisation and authentication to the end user experience of the services received
• Experience supporting mobile, desktop, messaging and collaboration, video and voice within the Microsoft ecosystem and Active Directory
• An analytical mind and an eye for ongoing improvement - including experience building and implementing processes where improvements were needed from the ground up
• Team orientated style, understanding how important the platform is to end users
• Good working knowledge of operations best practices and processes - incident, change, problem, release
• Previous engagements with large programme teams, service transition and acceptance
• Time zone flexibility and experience of working in a globally distributed organisation
• Broad thinker who likes to solve problems and is able and willing to step outside their comfort zone to the benefit of the wider team

Technical Skills and Abilities (Minimum):Moderate level of experience and in-depth technical knowledge of Microsoft Office 365 Product Suite and delivering global End User Office 0365 service solutions in an ITIL managed environment.In-depth technical administration knowledge and at least 5 years experience in an operations role. Additionally candidate must have technical administration and operational support experience with:

• Azure, Active Directory
• Exchange Online
• OneDrive for business
• Sharepoint Online
• Powershell
• Technical support and root cause analysis.

Technical Skills and Abilities (Desirable):Preference would be given to candidates with one or more of the following skills and experiences in a large enterprise:

• Migration experience to Office 365
• Microsoft Teams, Skype for Business, Voice/Video
• Proofpoint
• IronPort
• PowerBI

Competencies

• Professional written and verbal communication skills
• Strong interpersonal skills, able to effectively engage at all levels of the company. Cultivate strong relationships and collaborative partnerships across teams.
• Positive attitude and passion for good customer service and user experience
• Ability to collaborate across globally dispersed teams
• Excellent analytical and problem-solving skills
• Excellent time management and organizational skills
• Lead a team of resources assigned from time to time.
• Assist individuals and management in driving career plans.
• Ensure our processes, policies, and standards are being adhered.
• Actively participating\establish to Technical Lead forums.
• Mentor junior engineers and help them understand where to improve and fix problems. Help to think out of the box and think differently.
• Work closely with team members to help them achieve their annual goals and objectives. Help them understand the vision of the department and the organization as a whole.
• Be a role model(leading by example) for junior engineers in terms of meeting organization compliance/ technical best practices usage and how to track and demonstrate work to internal and external stakeholders.

Educational and Professional Qualifications

• Bachelor?s degree or equivalent in Computer Science, Engineering or other relevant field or have equivalent proven industry experience.
• Microsoft Certifications preferred.
• ITIL Foundation or higher is an advantage.

QualificationsEducational and Professional Qualifications

• Bachelor?s degree or equivalent in Computer Science, Engineering or other relevant field or have equivalent proven industry experience.
• Microsoft Certifications preferred.
• ITIL Foundation or higher is an advantage.

Primary Location: LK-1-ColomboWork Locations: LK-Colombo-Orion City Sascon Bldg Orion City Sascon Building No. 752/5 Dr Danister De Silver Mawatha ColomboJob: TechnologyOrganization: Technology and OperationsEmployee Status: Regular EmployeeJob Type: StandardShift: Day JobJob Posting: Oct 24, 2019Job Unposting: OngoingSchedule: Full-time RegularReq ID: 1913921Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

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