Lead Consultant - Shift Lead Engineer(O365/Voice)

Are you interested in using technology to enable the Lilly workforce to collaborate more productively in their everyday livesu00A0

Are you passionate about using technology to enhance collaboration and productivity in a dynamic, fast-paced environment Do you love new technology and consider yourself an early adopter Do you have a passion for ensuring great customer experience and delivering on our business partneru2019s needsu00A0

The Lilly Office 365 environments are platforms enabling the Lilly workforce to collaborate more productively in their everyday lives.u00A0u00A0 Office 365 provide collaboration focused services, including collaboration tools (Copilot, SharePoint Online, Teams, Email, Viva Engage), Voice, personal workspaces (OneDrive), business intelligence dashboards and development tools (CoPilot Agents, PowerApps and Power Automate), and Microsoft search capabilities for the global Lilly workforceu00A0

What Youu2019ll Be Doing:u00A0

As aShift Lead Engineer, you will be at the forefront of introducing new capabilities within a fast-paced, global setting. Office 365 empowers the Lilly workforce to collaborate more effectively in their daily tasks.u00A0

In this role as a Shift Lead Engineer on the Office 365 / Voice team, you will be responsible for rolling out new features while maintaining compliance across our global environments. This position involves coordinating the deployment of capabilities from multiple external vendors to ensure the delivery of highly available and efficient Office 365 services to users both within and outside of Lilly.u00A0

How Youu2019ll Succeed:u00A0

• Subject Matter Expertise: Subject matter expert for all Office 365 and Voice capabilities.u00A0

• Teams Voice Cloud Support: Drive configuration, and implementation of Teams Direct Routing services including dial plans, routing policies, Call Queues, Auto Attendants SBA, PSTN usage, and emergency calling for global voice infrastructure. Collaborate with internal teams to support voice aspects of user identities within Azure. Play a key role in Teams Voice cutovers and troubleshooting complex incidents. Provide support for teams Direct Routing incidents.u00A0

• Teams Voice Hardware Support: Drive identification, testing and updates related to phone firmware, bug fixes and new features within the Teams application. Oversee management of phone registration and configuration settings using Microsoft tools (TAC, Intune). Submit cases to Microsoft TAC concerning phone issues and malfunctions. Provide support for Teams phone incidents.u00A0

• Global O365, Voice and O365 Operations: Manage day-to-day operations, including performance and availability, customer escalations and follow-ups, operations projects, and upgrades. Manage problem (INC), service (RITM), and change management (CHG).u00A0

• On-Call Scheduling: Facilitate on-call scheduling to ensure operational compliance.u00A0

• Technical Escalations: Assist or lead significant technical or service escalations, as necessary.u00A0

• On-Call Rotation: Participate in the Lilly on-call rotation, working with the External Service Provider during critical incidents off-hours, gathering information, providing direction, and communicating with leadership, as necessary.u00A0

• Service Level Agreements: Responsible for ensuring Service Level Agreements or Key Performance Metrics are being achieved or exceeded.u00A0

• Effective Communication: Effectively communicate service interruptions.u00A0

• Introduce New Capabilities: Accountable for introducing new features, strategies, communication, and organizational change management across a global audience.u00A0

• Customer-Focused Activities: Drive activities related to new and existing Office 365 capabilities to ensure continuous learning and promotion.u00A0

• Service Improvements and Automation: Enhance services through improvements, integrations, and automation, ensuring operational readiness aligns with business processes and priorities in a dynamic environment.u00A0

• Operational Efficiencies: Improve end-user productivity within the Office 365 environment.u00A0

• Change Management and Governance: Participate in change management and governance processes to ensure efficient and compliant changes are introduced in a qualified environment.u00A0

• End-User Advocacy: Act on behalf of the end-user as new and upgraded capabilities are introduced within Solution Delivery or vendor upgrades.u00A0

• Scripting and Automation: Create and maintain scripts to automate routine tasks and improve operational workflows.u00A0u00A0u00A0u00A0

What You Should Bring:u00A0u00A0

• Demonstrated positive examples for inclusion, aligning a team to a goal, upskilling and developing people, and conducting difficult conversations.u00A0

• Successful record of high quality, user focused IT project and service delivery with demonstrated business value.u00A0

• Ability to work autonomously and collaboratively across and within diverse teams.u00A0

• Demonstrated agility to rapidly understand multiple new technologies and the infrastructure and systems to support them, assess their value, and identifypossible use cases.u00A0

• A high level of intellectual curiosity, open to change, learning agility, external perspective, and innovation interest.u00A0

• Experience with formal project management foundation, framework, and methodologies such as Agile Scrum, Kanban, SAFe, etc. and demonstrated experience in industry best practice and tools.u00A0

• Well-developed written and verbal communication skills, with strong analysis/problem assessment skillsu00A0

• Demonstrated ability to effectively communicate, influence and lead both with and without authority, as well as strong interpersonal, leadership, and collaboration skills.u00A0u00A0

• Thorough understanding of industry standards and best practices for computer system validation.u00A0

• Demonstrated experience with Microsoft 365 PowerShell and Microsoft Graph API.u00A0

• The ideal candidate should possessany of the following certifications: Microsoft 365 Certified: Fundamentals, Microsoft Certified: Teams Administrator Associate, Microsoft 365 Certified: Messaging Administrator Associate, and Microsoft 365 Certified: Administrator Expert.u00A0u00A0u00A0u00A0

• Availability to work flexible work hours is/may be required. This team will support continuous operations across two shifts and therefore, this role will require non-standard work hours, and some work on weekends and holidays.u00A0 Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable.u00A0

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Basic Qualifications:u00A0

• Bacheloru2019s degree in computer science, Information Technology or related technical fieldu00A0

• 7+ yearu2019s experience leading complex IT projects in a highly technical IT environmentu00A0

• 10+ yearu2019s experience supporting Microsoft Office 365u00A0

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About the Organization:u00A0

Tech@Lilly builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Tech@Lilly is that we create new possibilities through tech to advance our purpose u2013 creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.u00A0

The Tech@Lilly Digital Core team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.u00A0

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