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- Tasks: Lead a hypercare support team during M365 tenant-to-tenant migrations.
- Company: Wipro is a leader in innovative cloud solutions, promoting work-life balance and inclusivity.
- Benefits: Enjoy a competitive salary, generous benefits, and training opportunities.
- Why this job: Join a dynamic team, enhance your leadership skills, and make a real impact post-migration.
- Qualifications: Experience with M365, tenant-to-tenant migrations, and strong leadership skills required.
- Other info: Flexible working options available; we focus on your potential, not just your CV.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
About Wipro:
At Wipro, we are pioneers of transformative solutions and industry leaders in empowering businesses with innovative cloud solutions. We value work-life balance, support an inclusive culture, and are committed to accommodating all candidates.
About the Role:
The Hypercare Lead will be responsible for overseeing and managing the hypercare support team during a rolling post-migration period of a large-scale M365 tenant-to-tenant migration project. They will act as the senior escalation point within the team and ensure smooth resolution of tickets and seamless handover to business-as-usual (BAU) operations.
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.
- Actively participate in post-migration debriefs to identify lessons learned and contribute to continuous improvement processes for future migrations.
Key Skills:
- Experience working within the M365 ecosystem, with a focus on support and migrations.
- 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.
- 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.
- Excellent communication skills to liaise with both technical teams and non-technical stakeholders.
Inclusion:
At Wipro, we dont just look at your CV. Were more focused on who you are and your potential. We also know that everyone has a life outside work, so were happy to discuss flexible working. And well do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our talent acquisition team who will be happy to support you.
Your Benefits:
With Wipro, you will receive a competitive salary, a generous benefits package, and training & development in areas to help you improve.
Equal Opportunities:
Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.
M365 Hypercare Lead employer: Wipro Limited
Contact Detail:
Wipro Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land M365 Hypercare Lead
✨Tip Number 1
Familiarize yourself with the M365 ecosystem, especially Exchange Online, SharePoint, and Teams. Understanding these platforms deeply will not only help you in interviews but also demonstrate your expertise in managing hypercare support.
✨Tip Number 2
Highlight any previous experience you have with tenant-to-tenant migrations. Be prepared to discuss specific challenges you faced and how you overcame them, as this will show your problem-solving skills and readiness for the role.
✨Tip Number 3
Prepare examples of how you've led technical support teams in high-pressure situations. This will showcase your leadership capabilities and ability to mentor less experienced team members, which is crucial for the Hypercare Lead position.
✨Tip Number 4
Stay updated on ITSM tools like ServiceNow. Being knowledgeable about ticket logging, escalation, and reporting workflows will give you an edge, as these skills are essential for managing hypercare operations effectively.
We think you need these skills to ace M365 Hypercare Lead
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the M365 Hypercare Lead position. Understand the key responsibilities and required skills, especially around M365 ecosystems and tenant-to-tenant migrations.
Tailor Your CV: Customize your CV to highlight relevant experience in managing hypercare support teams and your expertise in M365 workloads like Exchange Online, SharePoint, and Teams. Use specific examples that demonstrate your leadership capabilities.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of the role and how your background aligns with Wipro's values. Emphasize your problem-solving skills and experience in post-migration support, as well as your commitment to an inclusive work culture.
Highlight Documentation Skills: Since the role involves creating user guides and FAQs, make sure to mention any experience you have in producing high-quality documentation. Provide examples of how you've contributed to knowledge transfer materials in previous roles.
How to prepare for a job interview at Wipro Limited
✨Show Your M365 Expertise
Make sure to highlight your deep understanding of the M365 ecosystem during the interview. Be prepared to discuss specific tenant-to-tenant migration projects you've worked on, especially focusing on Exchange Online, SharePoint, and Teams.
✨Demonstrate Leadership Skills
Since the role requires leading a hypercare support team, share examples of your leadership experience. Talk about how you've managed teams in high-pressure situations and how you guided less experienced members.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about complex technical issues you've resolved in the past. Prepare to discuss your problem-solving approach and any specific challenges you faced during post-migration support.
✨Communicate Clearly
Effective communication is key in this role. Practice explaining technical concepts in simple terms, as you'll need to liaise with both technical teams and non-technical stakeholders. Bring examples of user documentation you've created to showcase your ability to communicate effectively.
