The Team Lead oversees the day-to-day operational activities of the assigned team and personally delivers on customer engagements. The role supervises the delivery resources and provides direction towards successfully meeting delivery expectations (scope, timeframe, budget, quality and customer experience). The Team Lead supports the resolution of escalations, drives continuous improvement and coaches team members with focus on securing superb employee experience.

Provides technical support on all components in the customer IT Infrastructure

Provides deep technical support and technical consulting on various messaging products including, but not limited to:IronPortMobileIronExchange 2013Office 365

Provides deep technical support on various Cloud and Private cloud technologies, such as, but not limited to:VMWare DaaS Infrastructure, ESXi, Virtual DesktopsMS Windows Hyper VMS O365 platforms (Azure AD, Exchange Online, Sharepoint Online, Teams)Active Directory, DNS, DFS, DHCP, WSUS, GPO management and moreMS Windows OS and Windows Server OSMS Exchange on premiseEmail Security Solutions - Email Laundry, MimecastXenApp CitrixVEEAM Backup Solutions Implementation of various projects, such as:- building new customer environments- migration from on premise to O365 cloud (Exchange Hybrid, Azure AD Sync)- onboarding of customer IT infrastructures to private or managed DaaS platform- deployment of customer applications in private cloud and more

The Global Technical SME M&C applies advanced subject matter knowledge to complex business issues, contributes to development of new ideas and is regarded as subject matter expert on the messaging Exchange solutions.The SME is responsible for delivering best practices for the operation of technologies and be the global expert.Works on complex problems/projects/Standards, where analysis of situation or data requires and in-depth evaluation of multiple factors. Exercises significant independent judgement within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.Leads and provides expertise to functional support teams and participates in cross functional initiatives, as well as mentoring and guidance to lower level employees. Acts as an expert, providing direction and guidance to process improvements and establishing policies.

In addition to providing deep technical support for multiple messaging related products, the Delivery Lead also provides different leader based activities, such as:• Present the performance review to the customer• Specifically performing a monthly Availability Assessment for the technology under their responsibility.• Ensure capacity & availability assessments are professional and updated at monthly with recommendation for any remediation activities required to assure the availability of the customer’s infrastructure.• Leading collaboration meetings with the rest of the team members to ensure we are on track to meet agreed support time-framesSupport and administration of Microsoft Exchange 2003,2007, 2010 and 2013, including:- technical analysis and troubleshooting of different issues/problems- configuration tasks implementation- service requests administration

General Responsibilities:• The ITO Delivery Lead (DL) is the single point-of-contact within Capability for the Account Delivery Operation (ADO). • Accountable to ARL to ensure that the delivery teams are meeting their commitments/deliverables and those escalations managed within the AST Model for the represented service tower. • The DL must ensure that services are delivered according to the Service description (SLO&SLA). • He/she also supports the Account Management in Service Level Planning, Sales with a deep know how of the customer’s technical environment• The DL should act as “trusted advisor” and must have deep technical competencies in his domain (Capability focus) to collaborate and facilitate with Account Subject Matter Experts/Technical Design Architects in designing, planning, implementing, state of the art IT solutions. • The DL collaborates and consults with AST representatives per Service capability in planning initiatives and changes that may affect related technologies. (Example Wintel DL shall consult with Storage, BUR, SW services DLs to create a consolidated plan that will be favorable for overall success across delivery.)• The DL has a coordination role within the Service Capability, which includes:– Identification of technical resources to complete change related activities– Identification of technical resource to support customer escalations– Communicate to their service delivery manager any large projects or non-routine work coming up to ensure adequate support cover is available.– Following up on various ITSM work processes execution in various delivery centers (on and off-shore, globally)."• The DL is leading the AAT and working with them to drive improvementSupport and administration of Microsoft Exchange 2003,2007, 2010 and 2013, including:- technical analysis and troubleshooting of different issues/problems- configuration tasks implementation- service requests administration

Support and administration of Microsoft Exchange 2003,2007, 2010 and 2013, including:- technical analysis and troubleshooting of different issues- configuration tasks implementation- service requests administration- problem management (root cause analysis and solution implementation)- change management

Support and administration of Microsoft Exchange 2003,2007, 2010 and 2013, including:- technical analysis and troubleshooting of different issues/problems- configuration tasks implementation- service requests administration

Support and administration of Windows Server 2003, 2008, Active Directory, VMWare Virtualization, including:- technical analysis and troubleshooting of different issues/problems- configuration tasks implementation- service requests administration