Syensquo-Microsoft 365 Viva-L3-Pune

Position Description
Key Responsibilities
L3 Escalation & Expert Support
Act as the highest escalation point within Operations for complex Viva related incidents and service issues before escalation to the Viva SME
Provide deep functional and technical troubleshooting across the Viva suite (e.g., Viva Connections, Engage, Learning, Amplify, Insights, Goals as applicable)
Diagnose complex integration issues across Viva, Teams, SharePoint, Entra ID, and M365 services
Lead technical resolution during major Viva related incidents and coordinate with platform teams and the SME when product level decisions are required
Coach L1/L2 support teams and improve their ability to troubleshoot Viva related issues
Operational Excellence
Own day to day operational stability and reliability of the Viva platform from a service perspective
Execute and maintain operational runbooks, support procedures, and service playbooks defined with the SME and Platform Owners
Ensure Viva services meet agreed SLAs, support KPIs, and service quality standards
Proactively identify operational risks, recurring issues, and support gaps and propose improvements to the SME
Support service readiness for Viva changes, feature rollouts, and configuration updates
Knowledge, Standards & Incident Resolution Matrix
Maintain and improve technical and functional knowledge base, troubleshooting guides, and support documentation for Viva
Apply and operationalize standards and guardrails defined by the Viva SME (governance, configuration, integrations, usage boundaries)
Maintain the incident resolution matrix (L1/L2/L3/SME boundaries, escalation paths, ownership) for Viva related support
Ensure consistent and repeatable resolution patterns for Viva incidents and requests
Provide feedback to the SME on gaps in documentation, standards, or supportability
Problem Management & Service Improvements
Lead problem investigations for recurring Viva issues, integration failures, or experience impacting defects
Perform trend analysis on incidents and support tickets to identify improvement opportunities
Implement operational improvements, configuration optimizations, and small automations within agreed guardrails
Partner with the Viva SME to validate root causes and define long term corrective actions
Drive continuous reduction of incident volume and improvement of platform stability and support quality
Stakeholder & Platform Collaboration
Act as the primary technical operations interface for Viva between Service Operations, Platform Teams, and the Viva SME
Work closely with Teams, SharePoint, Identity, Security, and M365 platform teams on cross platform Viva topics
Support change and release activities with operational impact assessments and readiness checks
Communicate clearly with stakeholders during major incidents, service issues, and improvement initiatives
Represent Service Operations in Viva related working groups and platform collaboration forums
Must Have Skills & Experience
Strong hands on experience with Microsoft 365 Viva modules (e.g., Viva Connections, Engage, Learning, Amplify, Insights, Goals as applicable)
Solid understanding of M365 ecosystem integrations, especially:
Teams (as the primary Viva surface)
SharePoint Online (for Connections, content, intranet scenarios)
Entra ID (identity, groups, access, permissions)
Proven experience in an L3 / senior support or operations engineering role for M365 or digital workplace platforms
Strong troubleshooting skills across:
Viva configuration and experience issues
Content surfacing and permissions problems
Integration issues between Viva, Teams, and SharePoint
Experience working with ITSM processes (Incident, Problem, Change, Knowledge)
Ability to perform root cause analysis for recurring or high impact Viva issues
Experience maintaining runbooks, SOPs, KB articles, and support documentation
Good understanding of service reliability, SLAs, and operational KPIs
Hands on experience with PowerShell and M365 admin portals for investigation and basic automation
Experience working in enterprise or large scale environments with multiple stakeholders
Your future duties and responsibilities
Required Qualifications To Be Successful In This Role
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.

Work arrangement
No