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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