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Job Description:

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role
As the Conferencing Services Engineer, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Providing L3 operational support for Microsoft Teams meetings, Outlook and Teams calendar integration, Teams Rooms, and enterprise conferencing services, with a focus on service stability, platform hygiene, and timely resolution of escalated issues.
• Troubleshooting complex meeting failures and user experience issues across audio, video, connectivity, room systems, and conferencing devices, using available telemetry and call quality metrics to identify root causes.
• Supporting Teams Rooms and conferencing hardware throughout the operational lifecycle, including provisioning, configuration, monitoring, maintenance, and coordination of vendor repairs or replacements.
• Taking end-to-end ownership of L2/L3 escalations and incidents, partnering with Facilities, Network, Endpoint, Device, and vendor teams to investigate, resolve, document, and prevent recurring issues.
• Identifying recurring issues, high-volume ticket drivers, and manual processes, and implementing configuration, automation, runbook, and process improvements to reduce support demand, enable L1/L2 resolution, and increase self-service.

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 Microsoft Teams conferencing, enterprise meeting services, or collaboration technology operations.

AND

In addition to the above requirements, the following are also required:

·  5+ years of experience supporting Microsoft Teams meetings and conferencing services in an enterprise production environment.

·   5+ years of experience troubleshooting audio, video, connectivity, meeting quality, and user experience issues.

·    Experience supporting Outlook and Teams calendar integration, Teams Rooms, and enterprise conferencing devices.

·    Experience working within L2/L3 incident, escalation, and production support environments, including root cause analysis and preventative actions.

Additional qualifications that could help you succeed even further in this role include:

·    Hands-on experience analyzing Microsoft Teams meeting quality using telemetry, Call Quality Dashboard, call analytics, or similar diagnostic capabilities.

·    Experience provisioning, configuring, monitoring, and maintaining Microsoft Teams Rooms and conferencing hardware.

·    Experience coordinating with conferencing device vendors for escalations, repairs, replacements, and lifecycle support.

·    Experience using PowerShell or other automation capabilities to reduce repetitive operational activities and improve service efficiency.

·    Experience creating and improving runbooks, operational procedures, and knowledge documentation to support L1/L2 enablement and shift-left initiatives.

·    Strong customer support, troubleshooting, incident ownership, cross-team collaboration, and continuous improvement skills.

Work location:  Bangalore - Hybrid 

Travel: May include up to [10%] [domestic/international] 

Supporting Your Well-being  

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.  

Diversity & Inclusion 

(*) We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, civil status, disability, family status, or membership of the travelling community.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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