Job Description

APPLICATION SUPPORT LEAD – M365 & COLLABORATION PLATFORMS (SFIA LEVEL 5)

Job Title: Application Support Lead – M365 & Collaboration Platforms

Department: Group Digital Service Operations

Experience:4 to 6 years

Job Location: Bangalore or Gurgaon

Role Summary

The Application Support Lead will be responsible for providing technical support, maintenance, and continuous improvement of business-critical applications. This role involves incident resolution, root-cause analysis, monitoring, and ensuring the stability, performance, and availability of enterprise applications. The engineer will collaborate closely with development, infrastructure, and business teams to ensure seamless service delivery.

Responsibilities

Key Responsibilities

Lead support for SharePoint Online, SPFx, SharePoint Modern UI, M365 apps.
Troubleshoot access, workflow, permission, SPFx component, and content lifecycle issues.
Drive governance, metadata standards, site provisioning/deprovisioning, and compliance.
Manage integration with Azure AD, M365 security, automation flows.
Mentor engineers and maintain documentation/runbooks.
Provide on-call support and work with rotating shifts (9 AM–4 PM IST start times).
Troubleshooting & Resolution: Investigate, diagnose, and resolve technical application issues to restore services quickly.
Monitoring & Maintenance: Monitor application performance, server health, and alert systems to ensure high availability.
Root Cause Analysis (RCA): Perform in-depth investigations into recurring issues to identify root causes and implement preventive measures.
Application Deployment: Assist in code migrations, system configuration changes, and software releases.
Documentation: Maintain up-to-date documentation for support procedures, known errors, and resolution steps.
Collaboration: Coordinate with development, QA, and infrastructure teams to resolve complex bugs.
User Support: Provide prompt, clear communication to internal users and clients regarding issue status

Qualifications

Education Qualifications

Bachelor's degree in CS/IT/Engineering.

Certifications (Preferred)

MS‑900 (Fundamentals)
MS‑700 (Teams Admin)
SPFx development training

SFIA Competency Table

SFIA SkillLevelDescriptionExpected Proficiency

ASUP 5 Application support Expert in M365 troubleshooting

SCAD 4 Security administration Strong with permissions/governance

ITOP 4 IT operations Handles SaaS configs, monitoring

Additional Requirements

Excellent English communication skills (written and oral).
Must support major incidents as escalation point (on-call as required).
Shift oversight for teams working between 9 AM and 4 PM IST rotational start times.

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