Role: SMB Ranger

A Ranger serves as the highest technical escalation point at our Delivery Partners. A specific focus of this role will be reducing and streamlining DP escalations and decreasing days-to-close through escalation quality management and readiness initiatives.

Role: SMB Ranger

A Ranger serves as the highest technical escalation point at our Delivery Partners. A specific focus of this role will be reducing and streamlining DP escalations and decreasing days-to-close through escalation quality management and readiness initiatives.

As a SMB Ranger, you will lead delivery partner escalation quality initiatives, manage predefined end-end escalation scenarios, and oversee emerging workload trends and customer impacting incidents.

Responsibilities

What You Do
- Manage and positively impact the volume of Microsoft PTA/SEE escalations (L2).
- Ensure 100% of DP-wide escalations meet expected quality standards via a recognized quality assurance model-workflow (agreed with PTAs/SEEs).




- Escalations that fall below expected standards are shared with Rangers for remediation/feedback.
- Provide technical coaching and mentoring to DP team members at all skill levels.
- Lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs .
- Create and curate vendor-owned articles and internal documentation.

What You Need

Preferred Qualifications, Abilities and Experience
- Demonstrated experience of M365 technologies (Preferably MS 900 Certification)
- Experience of Exchange Online architecture, mailbox management, retention policies, and compliance features.
- Experience with Exchange migrations, upgrades, and optimization.
- Experience with Mail Flow, Disaster Recovery, Managed Availability, Messaging Policies, Compliance, Configuring Reporting & Logging, Mailbox migrations across on prem and cloud.
- Understanding of Identity solutions e.g. ADFS, DirSync/AADSync and Single Sign-On.
- Underst

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