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FBS M365 Platform & Support Manager

3 hours, 21 minutes ago
Mexico, Brazil
Full-time
Lead
Technical Support Engineer
DevOps and Infrastructure
Agile Power BI PowerShell Tableau
Apply Now
Capgemini

Capgemini

Capgemini is a global leader in consulting, technology services, and digital transformation, empowering businesses with innovative solutions and expertise to thrive in a rapidly evolving market.

Internet Software & Services
100K+
Founded 1967
$93M raised
View All Jobs 32

Description

  • Serve as the overall service owner for Microsoft 365 platform support across communication, collaboration, productivity, AI and automation, identity, compliance, security, and mobility pillars.
  • Own the M365 tiered support model, including L1/L2/L3 matrices, RACI models, escalation paths, and operational runbooks.
  • Act as the primary escalation point for complex L2 incidents and coordinate resolution with L3 engineers, Microsoft Support, and Architecture teams.
  • Maintain and improve the ServiceNow knowledge base, incident documentation, and request-for-service workflows to increase self-service and first-contact resolution.
  • Assess Microsoft’s M365 roadmap for feature impact, support readiness, and operational implications before new rollouts.
  • Lead, coach, and develop the M365 L2 Support Analyst team through 1:1s, performance reviews, career development conversations, and service standards.
  • Represent the support function in SAFe Agile ceremonies such as PI Planning, Sprint Reviews, and ART-level meetings.
  • Manage the support team backlog in alignment with ART priorities, balancing operational demand, technical debt, and improvement work.
  • Define, track, and report support KPIs, including ticket volume, first-contact resolution, MTTR, SLA compliance, CSAT, and escalation rate.
  • Produce weekly operational reports and executive dashboards on platform health, support productivity, and service improvement progress.
  • Build trusted relationships with IT Operations, Architecture, Security, Service Desk, and business technology teams.
  • Manage vendor and contractor relationships supporting M365 L2 operations, including performance oversight and quality review.

Requirements

  • 7+ years of hands-on Microsoft 365 experience.
  • At least 3 years in a team lead, supervisor, or operational management role.
  • Strong hands-on knowledge across Microsoft 365 pillars, including Exchange Online, mail flow, SMTP Relay, mail security, Teams, SharePoint Online, OneDrive for Business, Microsoft Purview, Entra ID, Intune, DLP, and eDiscovery.
  • Experience with Microsoft Copilot and Power Platform, including support readiness, user enablement, and governance.
  • PowerShell scripting proficiency for M365 administration, bulk operations, and support automation.
  • Strong understanding of M365 security, compliance, and governance, including data classification, retention policies, DLP, and identity management.
  • Experience working with Agile.
  • Experience with SAFe framework (nice to have).
  • Experience with data visualization tools such as Power BI and Tableau (nice to have).
  • Experience with Power Apps (nice to have).

Benefits

  • Competitive salary and performance-based bonuses.
  • Comprehensive benefits package.
  • Flexible work arrangements, including remote and/or office-based options.
  • Private health insurance.
  • Paid time off.
  • Training and development opportunities in partnership with renowned companies.
  • Dynamic and inclusive work culture within a globally renowned group.

Interested in this position?

Apply directly on the company website

Apply Now

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