REF29066P-Messaging (O365)-Exchange Online /Intune /ice warp-Assistant Manager – TS - Mumbai, India - WNS Global Services

Description

Responsibilities

• Understanding of email servers such as Exchange 2016/2019, Exchange Online, Ice warp

• Working knowledge about Intune or Maas360 MDM.

• Ensure all Service Desk tickets are resolved within WNS agreed SLA.

• Ensure adherence to operational & technical escalation process (escalation Matrix)

• Escalate calls to the next level as & when required to the respective Backend teams and SMEs and follow up to its closure with a complete resolution.

• Provide accurate shift handovers.

• Coordination with external vendor for the Issue resolution and solution optimization.

Expectations

• Attend all the calls forwarded by Service Desk.

• Ready to work in Rotational shifts (including night shift)

• Accountable for ensuring SLA adherence with on time ticket acceptance and closures.

• Support for supported technologies (e.g. Exchange Online, Exchange On-Premises, IronPort, Intune)

Qualifications

• Diploma/Graduate

• Experience with 2 to 6 Years in same or related

• Preference for Domain specific certifications such as, Messaging, Identity Management, Compliance, etc.

Bachelor's Degree