PCS Operations Team Lead

Productivity & Collaboration Services Operations Team Lead (Solventum) The Impact You ll Make in this Role Owning and managing PCS intake channels and the L3 escalation queue across Microsoft 365 and productivity & collaboration services, triaging and prioritizing work by business impact, risk and compliance requirements, and operational capacity. Acting as the primary L3 escalation layer above L2 managed services and coordinating incident response across internal teams, vendors, and US-based SMEs to ensure SLAs, OLAs, and service expectations are met. Balancing workloads across GCC PCS engineers and specialists, flexing resources across domains as demand requires, and supporting cross-training to reduce single points of failure. Leading and delivering small to mid-sized PCS initiatives including content and collaboration migrations, cleanups, license management and automation efforts. Driving continuous improvement, root cause analysis, and shift-left practices to reduce ticket volume, improve service stability, and increase self-service and L1/L2 enablement over time. Your Skills and Expertise To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications: Bachelor s Degree or higher AND 5 years of experience in M365 productivity and collaboration operations AND In addition to the above requirements, the following are also required: 7 years of experience managing intake, priorities, and service backlogs in an enterprise IT environment 7 years of experience leading small operational teams or pods 7 years of experience operating in global, follow-the-sun delivery models 7 years of experience in incident management, escalation, and service management Additional qualifications that could help you succeed even further in this role include: Experience leading L2/L3 escalation queues across Microsoft 365 and enterprise productivity services. Experience delivering migrations, cleanups, and automation initiatives within a productivity and collaboration portfolio. Strong skills in prioritization, cross-team coordination, stakeholder communication, and continuous improvement. Work location: Hybrid Domestic Travel: May include up to 20% Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.