Hypercare Engineer

As a Hypercare Engineer at our company, you'll be responsible for providing Tier 2/3 support for M365 workloads during the hypercare period. This includes troubleshooting issues related to Exchange Online, SharePoint, and Teams. You'll also document your processes, collaborate with the M365 migration team, and create user-facing resources like FAQs and guides.

To qualify for the Hypercare Engineer position, candidates should have over 5 years of experience in M365 environments with a strong focus on technical support and migrations. Proficiency in Exchange Online, SharePoint, and Teams is mandatory, and experience with ITSM tools like ServiceNow is preferred.

The Hypercare Engineer supports the post-migration process by ensuring smooth user operations during the hypercare period. This involves advanced troubleshooting of migration-related issues, responding to user inquiries, and escalating tickets through ITSM tools. Your support is crucial in facilitating a smooth transition to BAU operations.

Key skills for a Hypercare Engineer include strong technical expertise in the M365 ecosystem, exceptional analytical capabilities for troubleshooting complex user issues, and strong communication skills for documentation and user interaction. A proactive and user-focused approach to technical support is also crucial for this role.

Documentation is vital for a Hypercare Engineer as it contributes to the company's knowledge base. By meticulously documenting troubleshooting steps, resolutions, and user-facing guides, you not only enhance the ticket-handling process but also facilitate efficient knowledge transfer and continuous improvement in migration processes.

When addressing issues in M365 environments, I typically start with a systematic approach that involves identifying the user's problem clearly, replicating the issue if possible, and then leveraging diagnostic tools and logs to analyze the root cause before implementing a solution.

Absolutely! One of the more complex challenges I faced involved a mail flow disruption post-migration. By analyzing the message trace logs and permissions configurations, I identified a routing rule error that had been overlooked and successfully restored functionality.

I prioritize tasks by assessing the severity and impact of each issue on business operations. Critical user-impacting issues are addressed first, and I leverage ITSM tools to track progress and ensure timely resolutions.

To ensure user satisfaction, I keep communication clear and transparent throughout the resolution process. I follow up with users post-resolution to confirm their issues are fully resolved and ask for feedback to improve my support approach.

During high-pressure situations, I remain focused by prioritizing tasks and maintaining a calm demeanor. I also practice self-care strategies and ensure I take brief breaks when needed to keep productivity at its best.

I have been involved in several tenant-to-tenant migrations, where I've contributed to both pre-migration planning and post-migration support. My hands-on experience includes addressing migration-related issues and ensuring smooth user transitions post-migration.

I have extensive experience using ITSM tools like ServiceNow for ticket management. I've utilized its features to streamline ticket workflows, categorize issues effectively, and ensure adherence to escalation protocols when necessary.

I actively participate in professional development through online courses, webinars, and attending industry conferences. Additionally, I engage with communities focused on M365 topics to learn about the latest advancements and best practices.

I ensure that documentation is clear and user-friendly by using simple language and step-by-step instructions. I also incorporate visuals where necessary to aid understanding and conduct user testing to validate the effectiveness of the resources.

I approach collaboration with migration teams by maintaining consistent communication and actively participating in meetings to align on support priorities. Sharing insights and feedback from user experiences allows us to address recurring issues more effectively.