Job Description

We are seeking a Process Expert with 6-8 years of experience to support a leading Banking client. The role requires deep technical expertise in Microsoft Teams operations and administration, with a focus on driving efficiency, troubleshooting complex issues, and ensuring seamless collaboration services across the enterprise.
Job Title: Process Expert
Location: Toronto, ON
Must-Haves:
Expertise in Microsoft Teams (Licensing, Communication Credits, Voice, Telephony, Channels, Retention & Messaging Policies).
Strong troubleshooting skills in Teams Voice, Audio Conferencing, SharePoint/OneDrive integrations, and device-focused issues.
Hands-on experience with PowerShell scripting, MS Graph, RCA troubleshooting tools (QER, CQD, Teams Logs).
Knowledge of Teams Voice configurations (Calling Plans, restrictions/optimizations) and Exchange/Entra integrations.
Experience handling Level 3 service requests, monitoring systems, resolving incidents, and engaging cross-functional teams.
Familiarity with 3rd party app integration, external access, federation, and guest accounts.
Certifications (MS-700) with proven ability to deliver executive-level support and timely RCA.
Strong documentation, process improvement, and automation skills to enhance service delivery.
This role is critical in supporting high-risk incidents, managing enterprise-level collaboration platforms, and ensuring operational excellence for the banking environment.