Module Lead - Doc Support

Company Description

Job Description

Your experience

 

Technical Expertise

• Over 5 years of experience supporting complex applications across Windows, Web, and Cloud environments.
• Strong L3 troubleshooting skills for internal and external web and desktop applications.
• Excellent understanding of the core Document Production applications like Word, Excel, PowerPoint, Outlook, Adobe Acrobat etc. This includes understanding of Styles, cross referencing, track changes, integration of Outlook with Exchange and so on.
• Good support knowledge of entire M365 application suite and M365 services
• Understanding of the other vendor based document production applications like Litera products, Adobe products is desirable.
• Hands-on experience with IT infrastructure components including Virtual Machines (VMs), Active Directory (AD), DNS proxy, and firewalls.
• Proficient in managing and supporting Active Directory, Entra, Azure AD, Exchange Online, and Microsoft Office products.
•  Leverage in-depth knowledge of M365 applications, & Teams to enhance collaboration between teams and increase productivity for end users.

 

AI & Automation

• Ability to learn and utilize AI technologies such as Copilot (Web, Work, M365) to enhance productivity and efficiency.

 

Incident & Problem Management

• Skilled in handling high-pressure situations, especially Priority 1 and 2 incidents.
• Capable of managing competing priorities while keeping stakeholders informed and avoiding escalations.
• Familiar with ITIL processes including Incident, Problem, Change, and Knowledge Management, as well as SLA/OLA adherence.

 

Operational Support

• Willingness to work in 24×7 shift models, including night shifts for extended periods if required.
• Ensures comprehensive documentation and standardization across environments.
• Understands application change requirements and ensures timely completion of planned work.
• Provides support coverage as per Operational Level Agreements (OLAs).
• Knowledge of vendor and service management practices.

 

Communication & Collaboration

• Excellent verbal and written communication skills for both technical and casual contexts.
• Demonstrates a positive attitude and strong teamwork capabilities.

 

Tools & Platforms

• Experience with digital employee experience (DEX) platforms such as Nexthink and Systrack.

 

Education & Experience

• Requires Bachelors in Engineering Degree or equivalent, and strong relevant professional experience.
• ITIL Foundation certified will be preferred.
• Any Azure certification will be preferred.
• A relevant Microsoft Certification will be added advantage.

 

How we will support you

From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.

You can also get involved in a variety of employee affinity groups. There is also opportunity to be part of charitable events and volunteering.

 

Additional Information