The Role
Serve as senior escalation for complex SharePoint/Microsoft 365 incidents, advise customers on architecture and best practices, ensure SLA compliance, perform root cause analysis, deliver advanced customer training, develop troubleshooting playbooks, mentor consultants, lead deployment smoke tests, and oversee complex document and template updates.
Summary Generated by Built In
Location: Cape Town | Work Type: Hybrid (3 days in office) | Job ID: J107202
About our client:
This award winning software company has offices in the US, UK and South Africa. You will join a talented team of curious, creative and driven individuals who are dedicated to empowering organisations to overcome various business challenges using their cloud-based product. Diversity and inclusion is at the core of this company's collaborative environment.
What you will be doing:
- Resolve complex, high-impact incidents while serving as a senior escalation point for critical, time-sensitive issues.
- Provide consultative guidance on product architecture and best practices to act as a trusted advisor to customers.
- Champion customer feedback to internal teams and proactively mitigate risks to adoption and long-term retention.
- Ensure strict SLA compliance for all assigned tickets and drive continuous performance improvements through detailed root cause analysis.
- Deliver advanced, specialized training for customers and develop essential troubleshooting playbooks and support patterns.
- Act as a role model for support standards, mentor consultants through case reviews, and facilitate knowledge sharing to elevate team capability.
- Lead smoke testing during deployments to minimize risks and ensure quality before customer go-live events.
- Advise stakeholders on SharePoint architecture and configuration while overseeing complex document and template updates to ensure platform standards.
What our client is looking for:
- 5 - 7 years of experience in technical consulting, SaaS product support, or a related field.
- A minimum of 4 years of hands-on work with Microsoft 365, SharePoint Online, and Power Automate.
- Comprehensive understanding of cloud-based deployments, integrations, SaaS architecture, and workflows.
- Strong verbal and written communication abilities, with a focus on managing high-stakes client interactions.
- Prior experience as a technical lead or senior escalation point is considered an advantage.
For a more comprehensive list of opportunities that we have on offer, do visit our website - https://www.parvana.co.uk/careers
Requirements
Senior Support Consultant, SaaS, Microsoft 365, SharePoint Online, Power Automate, Incident Management, Technical Consulting, SLA Management, Cloud Deployments, Escalation Point
Skills Required
- 5-7 years experience in technical consulting, SaaS product support, or a related field
- Minimum of 4 years hands-on work with Microsoft 365, SharePoint Online, and Power Automate
- Comprehensive understanding of cloud-based deployments, integrations, SaaS architecture, and workflows
- Incident Management and SLA Management experience
- Strong verbal and written communication skills and experience managing high-stakes client interactions
- Prior experience as a technical lead or senior escalation point
- Ability to deliver advanced customer training and develop troubleshooting playbooks
- Mentoring and knowledge-sharing experience to elevate team capability
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The Company
What We Do
Parvana is an IT recruitment agency specializing in connecting top tech talent with leading companies in South Africa and the UK, focusing on software development, finance, and telecommunications.
