CIS SERVICE DELIVERY MANAGEMENT-CIS OPERATION MANAGEMENT

Department: Application Support

Job Description:

As an Application Support Team Lead, you will be responsible for overseeing a team dedicated to providing exceptional support for various applications. You will ensure timely resolution of tickets, manage escalations, and maintain high standards of ticket hygiene. Your role will involve close collaboration with customers to resolve issues efficiently and prevent future escalations through root cause analysis and continuous feedback.

Key Responsibilities:

• Monitor daily team tickets to ensure timely follow-up and maintain ticket hygiene.
• Take ownership of escalations to resolve issues/requests promptly by working directly with customers.
• Identify impact and urgency of issues, scope problems, and provide guidance or troubleshooting.
• Maintain an escalation tracker, perform root cause analysis, and provide feedback to support engineers to reduce future escalations.
• Manage and create SharePoint Teams and Communication sites.
• Update and manage owner/group permissions in SharePoint.
• Restore missing files and folders using all possible methods.
• Handle changes in SharePoint Site URLs, restore SharePoint Sites, and Site Collection Libraries.
• Resolve SharePoint machine sync issues, permission access issues, and site access issues for rehired users.
• Manage tickets related to Power BI workspace management, including creating workspaces, identifying owners, and granting permissions.
• Handle configuration changes for organizations using the Power BI admin portal.
• Manage workspace creation access and the management of Premium Capacity (P1, P2), including creating and assigning new capacity ownership.
• Identify and provide access to orphaned Power Automate flows.
• Create and manage Power Automate environments.
• Manage Power Automate/Flow premium licenses and provide guidance on license costs and assignments to end users.
• Identify and reassign ownership of Microsoft Flow.

Required Qualifications:

• Proven experience in application support or a similar role.
• Strong knowledge of SharePoint, Power BI, and Power Automate.
• Excellent problem-solving and troubleshooting skills.
• Ability to manage and resolve escalations efficiently.
• Strong communication and customer service skills.
• Experience with root cause analysis and continuous improvement processes.

Preferred Qualifications:

• Experience in leading a support team.
• Familiarity with ticketing systems and support workflows.
• Certifications related to SharePoint, Power BI, or Power Automate.

Additional Information:

• This position may require occasional on-call support.