Specialist Microsoft Teams & Collaboration Services

Job Description

Specialist Microsoft Teams & Collaboration Services

The Opportunity

• Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.
• Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.
• Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company's’ IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview

Web Conferencing Services Product Team seeks a specialist to join the team in the Hyderabad Technology Center. This role will focus primarily on the administration, operation, adoption, and troubleshooting of Microsoft Teams meetings, Webinars, Town halls, and related Microsoft 365 collaboration capabilities. The specialist will provide technical and subject matter expertise for Microsoft Teams, including support for high-visibility business events, meeting and event readiness, live troubleshooting and user experience improvement. The role will also support the broader web conferencing ecosystem, including Cisco Webex, Zoom, Mural, and related cloud or vendor technologies. The candidate will work closely with the Product manager, vendors, and global support teams to implement roadmap capabilities, resolve service issues, and contribute to the ongoing evolution of collaboration services in a global follow-the-sun operating model.

What will you do in this role

• Act as a subject matter expert and trusted advisor for Microsoft Teams meetings, Webinars, Town halls, and related collaboration capabilities.
• Provide technical support for high-visibility business events, including preparation, readiness checks, live troubleshooting, escalation coordination, and post-event follow-up.
• Troubleshoot Microsoft Teams meeting issues, including meeting join failures, audio/video quality issues, client behavior, meeting policies, device issues, meeting configuration, network-related symptoms, and service incidents.
• Use Microsoft Teams Admin Center, Call Quality Dashboard (CQD), reporting, analytics, and service health information to investigate issues, identify trends, and improve the user experience.
• Support the broader web conferencing environment, including Cisco Webex, Zoom, Mural and Slido
• Track, test, and support implementation of roadmap items and new features across collaboration platforms, with a primary focus on Microsoft Teams.
• Work alongside collaboration services team members to help define the future direction of collaboration services.
• Translate business requirements into technical solutions and support implementation of new collaboration capabilities in cloud environments.
• Participate in the collaboration services on-call rotation and coordinate with global teams, vendors, and support organizations to resolve incidents and service issues.

What Should you have

• 5+ years of experience in enterprise collaboration, unified communications, or web conferencing services, with a strong focus on meeting and event support.
• Hands-on experience administering, supporting, and troubleshooting Microsoft Teams, including meetings, webinars, town halls, policies, client behavior, user experience issues, and use of the Teams Call Quality Dashboard (CQD).
• Experience supporting high-visibility business events, including pre-event readiness checks, live event support, incident handling, escalation coordination, and post-event follow-up.
• Strong troubleshooting skills across conferencing scenarios such as join failures, audio/video quality issues, device, client, or meeting configuration issues, network-related symptoms, and service incidents.
• Working experience with additional conferencing platforms such as Cisco Webex and/or Zoom.
• Ability to translate business requirements into technical solutions and support implementation of new collaboration capabilities in cloud environments.
• Experience working with IT Service Management processes and tools such as ServiceNow, including incident, request, problem, and change management.
• Strong communication and stakeholder management skills, including the ability to support senior leaders, business stakeholders, vendors, technical teams, and end users.
• Ability to work independently in a global, follow-the-sun support model while contributing effectively within a distributed team.
• Experience using AI capabilities to improve productivity, automate routine tasks, enhance collaboration workflows, and support responsible innovation within enterprise IT services.

Primary Skills.

Hands-on experience administering, supporting, and troubleshooting Microsoft Teams, including meetings, webinars, town halls, policies, client behavior, user experience issues, and use of the Teams Call Quality Dashboard (CQD). Experience supporting high-visibility business events, including pre-event readiness checks, live event support, incident handling, escalation coordination, and post-event follow-up. Strong troubleshooting skills across conferencing scenarios such as join failures, audio/video quality issues, device, client, or meeting configuration issues, network-related symptoms, and service incidents. Strong communication and stakeholder management skills, including the ability to support senior leaders, business stakeholders, vendors, technical teams, and end users. Ability to work independently in a global, follow-the-sun support model while contributing effectively within a distributed team. Advanced Microsoft Teams administration experience, including Teams Admin Center, meeting policies, Town halls, Webinars, eCDN configuration, reporting, analytics, and feature adoption. Experience using CQD, Teams reporting, service health data, and analytics to identify trends, drive service improvements, and support root-cause analysis.

Nice to have

• Working experience with additional conferencing platforms such as Cisco Webex and/or Zoom.‌
  Ability to translate business requirements into technical solutions and support implementation of new collaboration capabilities in cloud environments.‌
• Experience working with IT Service Management processes and tools such as ServiceNow, including incident, request, problem, and change management.‌
• Experience using AI capabilities to improve productivity, automate routine tasks, enhance collaboration workflows, and support responsible innovation within enterprise IT services.
• Experience operating in multi-vendor conferencing environments, including Microsoft Teams, Cisco Webex, Zoom, Mural, Slido, and related cloud or vendor technologies.Understanding of network infrastructure concepts relevant to real-time communications, including VoIP, QoS, SIP, video conferencing, and video streaming.Experience testing new features, participating in beta or preview programs, and assessing readiness for enterprise rollout.
• Experience coordinating complex escalations across internal teams, vendors, TAC or support organizations, and business stakeholders.

Who we are

We are known as well-known org Inc., Rahway, New Jersey, USA in the United States and Canada. For more than a century, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

#HYDIT2025

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Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

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