Team Ranger – Lead

🕒 August 29

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

✨ Team Lead

👻 Ghost score 42%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Astreya

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Astreya is a leading global provider of IT Managed Services and Technology Solutions, known for its innovative approach to digital engineering and IT logistics. The company focuses on empowering businesses to excel in today's dynamic digital landscape by maximizing productivity and fostering innovation. Astreya offers a range of services including Data Center & Network Management, Digital Workplace Services, Next-Gen Digital Engineering, and Cybersecurity Services. With a commitment to excellence and a focus on operational frameworks, Astreya aims to transform technology into a valuable strategic asset for organizations worldwide.

📋 Description

• Serve as the highest technical escalation point at delivery partners • Reduce and streamline delivery-partner escalations and decrease days-to-close through escalation quality management and readiness initiatives • Lead delivery-partner escalation quality initiatives • Manage predefined end-to-end escalation scenarios • Oversee emerging workload trends and customer-impacting incidents • Manage and positively impact Microsoft PTA/SEE L2 escalation volume • Ensure delivery-partner escalations meet quality standards through a recognized quality-assurance workflow • Share below-standard escalations with Rangers for remediation and feedback • Provide technical coaching and mentoring to delivery-partner team members • Lead the next-level triage tier and proactively unblock or triage cases before escalation to Microsoft PTAs/SEEs • Create and curate vendor-owned articles, internal documentation, advocate guides, TSGs, and training materials • Stay updated on workload features, roadmaps, and industry trends • Partner with Microsoft PTAs/SEEs on diagnostic tools and feature releases • Advocate for customers and share product-improvement insights • Promote Copilot and other AI support tools for analysis and deflection • Manage end-to-end predefined workload escalations using tools and diagnostics • Analyze volume drivers, trends, themes, and technical investment areas • Manage high-priority and executive escalations with technical advice and guidance

🎯 Requirements

• Demonstrated experience of M365 technologies (Preferably MS 900 Certification) • Hands-on experience supporting Microsoft Teams, Skype for Business, and voice technologies such as Cisco, Avaya, or Ribbon (MS 700/MS 721 or equivalent) • Experience troubleshooting Microsoft Teams meetings and live events • Experience troubleshooting Microsoft Teams voice issues • Experience troubleshooting federation issues • Understanding of identity solutions such as ADFS, DirSync/AADSync, and Single Sign-On • Understanding of networking technologies, including HTTP, TLS, TCP/IP, DNS, web servers, and browsers • Troubleshooting experience using Fiddler, HTTP Watch, Netmon, or IE Developer Tools • Knowledge of Teams Devices • Knowledge of Virtualization • Knowledge of Skype for Business hybrid deployments • 3+ years of prior product, customer support, and/or technical support experience • Fluent English reading, writing, and speaking • Demonstrated senior knowledge across Microsoft Teams technical disciplines • Experience testing and validating self-service tools • Proven ability to handle high-priority escalations with exceptional service • Strong trend analysis skills • Ability to promote and coach Copilot and other AI support tools • Demonstrated ability to drive process and workflow enhancements • Technical coaching and mentoring experience for L1 and L2 teams