Job Information
GE Healthcare Microsoft Teams Service Delivery Manager in Bengaluru, India
Job Description Summary
As a Microsoft Teams Service Delivery Manager, you will play a pivotal role in ensuring the successful management, support, and optimization of GE Healthcare’s Microsoft Teams environment. This position requires a seasoned professional with a strong background in managing the technical aspects of a Microsoft Teams environment, experience building standard operating procedures and coaching/mentoring junior technical team members. This role will also require strong interpersonal skills and the ability to help break down technical explanations into simple, easy to understand terms.
The ideal candidate will be responsible for overseeing the end-to-end service delivery for Microsoft Teams.
GE HealthCare, a leading global innovator in medical technology and digital solutions, is committed to improving lives during critical moments. Join us to unlock your ambition, transform ideas into impactful realities, and contribute to a healthier world where every voice matters and every difference makes a difference.
Job Description
Overview
As a Microsoft Teams Service Delivery Manager, you will play a pivotal role in ensuring the successful management, support, and optimization of GE Healthcare’s Microsoft Teams environment.
This position requires a seasoned professional with a strong background in managing the technical aspects of a Microsoft Teams environment, experience building standard operating procedures and coaching/mentoring junior technical team members. This role will also require strong interpersonal skills and the ability to help break down technical explanations into simple, easy to understand terms.
The ideal candidate will be responsible for overseeing the end-to-end service delivery for Microsoft Teams.
Key Areas of Responsibility
Serve as the primary point of contact for Microsoft Teams support related inquiries and escalations.
Support Level 2/3 and Executive Support Teams and take ownership of escalated issues. Provide retrospective review of root cause and path to remediation where needed.
Support GE Healthcare Communicator Group, helping resolve issues and identifying functionality to enhance their ability to communicate with GE Healthcare colleague groups.
Monitor key performance indicators and work closely with IT support teams to address any issues promptly.
Create and maintain Knowledge Base articles to assist users in navigating Microsoft Teams features.
Create and maintain technical support guides and Knowledge Base articles to assist teams in providing Levels 1 – 3 Teams support.
Identify opportunities to shift request tickets to L2/L3 resources. Develop standard operating procedure (SOP) documents, identify appropriate access, train L2/L3 resources and support SOPs in steady state.
Support intake processes like M365 Group creation, Teams federation requests, safe listing, and Teams application integration/deployment.
Work with L2/L3 resources to review technical support issue trends. Maintain ongoing issues-list and develop action plans to remediate. Communicate updates at required intervals.
Proactively identify user-facing learning opportunities within Microsoft Teams by working with support teams to identify trends in help requests. Develop micro-learning, tips and tricks to help colleagues better leverage the platform.
Working with Teams Product Manager, implement approved enhancements or application updates to ensure the platform aligns with organizational needs.
Working with Teams Product Manager, create Teams peer-to-peer community to act as a forum for sharing critical information, Tips and Tricks and learning opportunities.
Support Teams Voice
Support MTR management
Prepare usage analytics as required
Experience/Qualifications
Proven experience in managing the implementation and ongoing delivery of Microsoft Teams or similar collaboration platforms.
Strong project management skills with the ability to drive initiatives from conception to completion.
Excellent communication and interpersonal skills to effectively engage with stakeholders at all levels.
In-depth knowledge of Microsoft Teams features, integrations, and security protocols.
Knowledge of and hands-on experience with PowerShell scripting for automation and system management tasks.
Certifications such as Microsoft Certified: Teams Administrator Associate are advantageous.
Experience using Microsoft Teams Call Quality Dashboard
Familiarity with ITIL or other service management frameworks is a plus.
Additional Information
Relocation Assistance Provided: No