AHEAD
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual’s race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
Role Summary
The Sr Microsoft 365 Engineer – Intelligent Support SME is responsible for delivering vendor-alternative support across the Microsoft portfolio (Azure, Microsoft 365, Exchange Online, Teams, SharePoint, SQL, Windows Server, System Center, Dynamics, etc.). This role provides deep technical expertise, end-to-end incident ownership, proactive guidance for migrations and major changes, acting as a trusted advisor and primary escalation point for complex Microsoft issues.
Key Responsibilities:
- Provide technical support for Microsoft workloads, including remote diagnosis, debugging, and remediation of complex issues.
- Own incidents end-to-end: triage, troubleshooting, coordination with internal/external teams, and communication through resolution.
- Serve as an escalation point for critical (Sev 1/2) Microsoft incidents to ensure rapid restoration of service.
- Drive root cause analysis (RCA) for major incidents and implement corrective actions to prevent recurrence.
- Conduct supportability reviews for major Microsoft migrations and deployments (e.g., M365, Azure, Teams, SharePoint, Exchange, SQL).
- Provide design and configuration recommendations to ensure high availability, performance, and supportability.
- Participate in planning and supporting customer change windows related to Microsoft platforms.
- Lead patching and hotfix deployment activities for Microsoft platforms, ensuring safe rollout and minimal downtime.
- Evaluate Microsoft advisories and updates; recommend appropriate patching strategies aligned to customer risk profiles.
- Coordinate with customers on maintenance windows, rollback plans, and post-change validation.
- Act as a trusted technical advisor to customers for all Microsoft-related issues and questions.
- Coordinate with Microsoft (when needed) for complex defect resolution while maintaining AHEAD’s “single point of contact” experience.
- Collaborate closely with Client Success Managers to prepare for QBR/EBR reviews and present technical health/performance metrics.
- Create and maintain technical documentation, runbooks, and knowledge base articles to improve first-contact resolution.
- Contribute to continuous improvement efforts around processes, tools, and automation for Microsoft support.
- Mentor junior engineers and cross-train peers on Microsoft technologies and best practices.
Incident & Problem Management
Proactive Support & Supportability Reviews
Patching, Hotfixes & Maintenance
Customer & Vendor Collaboration
Documentation & Continuous Improvement
Required Skills & Experience:
- Technical Expertise
- Deep, hands-on experience with several of the following:
- Microsoft 365 (Exchange Online, SharePoint Online, Teams)
- Azure IaaS/PaaS services and networking
- Windows Server & Active Directory
- SQL Server and related data services
- System Center, Intune/Endpoint Manager
- Strong troubleshooting skills across OS, networking, identity, and application layers.
- Experience
- 8+ years in a Microsoft-focused support, operations, or consulting role.
- Experience in enterprise or service provider environments with 24×7 support expectations.
- Background in incident, problem, and change management processes (ITIL desirable).
- Soft Skills
- Strong customer-facing communication skills (verbal and written).
- Ability to remain calm and structured during high-severity incidents.
- Comfortable working in a multi-vendor context and prioritizing competing demands.
- Deep, hands-on experience with several of the following:
Education & Certifications (Preferred):
- Microsoft certifications such as:
- Microsoft 365 Certified (e.g., Administrator, Messaging, Teams)
- Azure Administrator / Azure Solutions Architect
- Windows Server or Security-focused certifications
Success Measures (Role-level KPIs):
- SLA response and resolution compliance for Microsoft incidents.
- Percentage of Microsoft incidents resolved without vendor escalation.
- Reduction in recurrence of major Microsoft incidents.
- Successful completion of supportability reviews for major Microsoft changes.
- Customer satisfaction scores (CSAT) and feedback for Microsoft-related tickets.
The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
USA Employment Benefits include:
– Medical, Dental, and Vision Insurance
– 401(k)
– Paid company holidays
– Paid time off
– Paid parental and caregiver leave
– Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Use of AI:
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or to capture recordings and create transcriptions or summaries during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.
If you would like more information about how your data is processed, please refer to the Candidate Privacy Notice or contact us at privacy@ahead.com.
You may opt-out of the review or analysis of your application and resume by AI tools by using the General Application. Please include the role you wish to apply for in the Additional Information field. You may also choose to opt-out of recording and transcription at any time, including after joining an interview. Candidates will not be penalized for choosing to opt-out.
Originally posted on Himalayas
To apply for this job please visit himalayas.app.
About this role & career path
Working in United States
The United States of America (USA), also known as the United States (U.S.) or America, is a country primarily located in North America. It is a federal republic consisting of 50 states and a federal capital district, Washington, D.C. The 48 contiguous states border Canada to the north and Mexico to the south, with the semi-exclave of Alaska in the northwest and the archipelago of Hawaii in the Pacific Ocean. The United States also asserts sovereignty over five major island territories and various uninhabited islands in Oceania and the Caribbean. It is a megadiverse country, with the world's th
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