Capgemini
Tech / AI / Software
FBSM365Platform&SupportManager
Neural analysis suggests this role is
optimal for Senior candidates.
“FBS M365 Platform & Support Manager at Capgemini. Skills: M365 platform ownership, M365 support operations, people leadership, SAFe Agile delivery, operational reporting. Serve as overall service owner for M365 platform support across all pillars. Own the M365 tiered support model”
Industry & Context.
escalation point for complex L2 incidents; coordinating with L3 Solution Engineers, Microsoft Support, and Architecture for resolution
What They're Looking For.
Must Have
7+ years of hands-on Microsoft 365 experience, at least 3 years in a team lead, supervisor, or operational management role, Demonstrated, hands-on M365 platform knowledge across multiple pillars, technical depth that enables direct guidance to L2 analysts, Exchange Online, mail flow, SMTP Relay, mail security, Teams (Chat, Meetings, Calling), SharePoint Online, OneDrive for Business, Microsoft Purview, Entra ID, Intune (MDM/MAM), DLP, eDiscovery, Microsoft Copilot and Power Platform — support readiness, user enablement, and governance, PowerShell scripting proficiency — for M365 administration, bulk operations, and support automation, understanding of M365 security, compliance, and governance — data classification, DLP, retention policies, and identity management, Experience working with Agile
Nice to Have
Data Visualization such as PowerBI and Tableau, Experience working with Power Apps, Experience working with SAFe framework
What You'll Do.
Serve as overall service owner for M365 platform support across all pillars
Own the M365 tiered support model
Serve as the primary escalation point for complex L2 incidents
Maintain and continuously improve the ServiceNow knowledge base
incident documentation
Assess Microsoft's evolving M365 roadmap for feature impact
and operational implications
and develop the M365 L2 Support Analyst team
Represent the support function in PI Planning
and ART-level ceremonies
Manage the support team backlog in alignment with ART priorities
and report support KPIs
Produce weekly operational reports and executive dashboards
Manage vendor and contractor relationships supporting M365 L2 operations
How You'll Work.
Team & Collaboration
coordinating with L3 Solution Engineers, Microsoft Support, and Architecture for resolution; in partnership with HR and CPE leadership; Represent the support function in PI Planning, Sprint Reviews, and ART-level ceremonies; Build trusted relationships with IT Operations, Architecture, Security, the Service Desk, and Business Unit technology teams
Process & Methodology
SAFe Agile delivery, Manage the support team backlog
Full Job Description
FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace. We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results. Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits. **What to expect on your journey with us:** * A solid and innovative company with a strong market presence * A dynamic, diverse, and multicultural work environment * Leaders with deep market knowledge and strategic vision * Continuous learning and development This leader is a practicing M365 professional, not just a manager who brings hands-on platform knowledge, operational discipline, and a passion for service excellence. They combine deep M365 expertise, SAFe Agile delivery, people leadership, and a structured approach to change management, ensuring the support function is proactive, data-driven, and aligned with Farmers' business and technology strategy. **Responsibilities** * **Platform Ownership & Support Operations. **Serve as overall service owner for M365 platform support across all pillars: * Communication — Exchange Online, mail flow, SMTP Relay, mail security, Teams Chat & Calling * Collaboration — Microsoft Teams, SharePoint Online, OneDrive for Business * Productivity — Microsoft 365 Apps, Outlook, Loop, Planner, Viva Insights & Engage * AI & Automation — Microsoft Copilot, Copilot Chat, Copilot Studio, Power Platform * Identity, Compliance & Security — Microsoft Purview, Entra ID, Intune, DLP, eDiscovery * Mobility — Intune MDM/MAM
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