Role Description

The Hypercare Engineer will provide specialised technical support during the post-migration hypercare period of a major M365 tenant-to-tenant migration project.

Reporting to the Hypercare Lead, the engineer will play a critical role in ensuring a smooth user experience during the transition to business-as-usual (BAU) operations.

Responsibilities

• Provide Tier 2/3 support for issues related to M365 workloads, including Exchange Online, SharePoint, and Teams (plus ancillary workloads like Power Platform) during the hypercare period.
• Perform advanced troubleshooting and break-fix activities for migration-related issues, ensuring timely resolution.
• Manage and resolve tickets within an ITSM tool (e.g., ServiceNow), following escalation protocols as necessary.
• Collaborate closely with the M365 Hypercare Lead to ensure alignment with support priorities and escalation workflows.
• Address user issues stemming from the migration (e.g. mail flow disruptions, SharePoint permissions, and Teams functionality).
• Document troubleshooting steps and resolutions to contribute to the knowledge base and enable efficient ticket handling.
• Support the creation and maintenance of user-facing FAQs, guides, and service desk KB articles.
• Liaise with the M365 migration team to troubleshoot and resolve any residual or recurring issues and provide feedback on gaps in migration processes to improve future migrations.
• Assist in seamless knowledge transfer to BAU teams by documenting and sharing hypercare resolutions and processes.

Key Skills

• Strong technical expertise across the M365 ecosystem: Exchange Online, SharePoint, Teams (mandatory); Power Platform knowledge (preferred).
• Proven ability to troubleshoot complex technical issues and resolve them in high-pressure environments.
• Hands-on experience with an ITSM tool (preferably ServiceNow) for ticket management and workflow processes.
• Good understanding of tenant-to-tenant migration processes and their typical challenges.
• Exceptional analytical skills for identifying root causes and resolving user issues efficiently.
• Strong written and verbal communication skills, particularly for documenting technical processes and resolutions.
• A proactive and user-focused approach to technical support.

Experience

• 5+ years of experience working in M365 environments, with a focus on technical support and migrations.
• Experience in multiple tenant-to-tenant migration projects, with significant involvement in post-migration support.
• Proven track record in resolving migration-related issues such as mail flow, permissions, and application configurations.
• Experience in producing user-facing documentation such as guides and FAQs.