Collaboration Engineer
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Job Description
Collaboration Operations Engineer maintaining Microsoft 365 collaboration services for IT professional services firm. Managing incidents, platform health, L3 support, and operational improvements.
Responsibilities:
- Own L3 operational support and participate in on-call rotation
- Manage and resolve incidents, service requests, and escalations
- Perform root cause analysis and drive issue resolution
- Monitor service health, alerts, and platform performance
- Identify trends in tickets and provide reporting insights
- Maintain and update knowledge base articles and documentation
- Engage with ECC, L2 support, and partner teams
- Communicate platform updates and service impacts
- Support production changes and deployments
- Maintain dashboards and operational visibility
- Proactively own incidents and issues
- Respond timely to alerts and escalations
- Participate in operational forums and status reporting
- Drive automation and process optimization
- Meet SLAs, reduce repeat incidents, maintain documentation quality, platform stability and uptime, and support stakeholder satisfaction
Requirements:
- 12+ years of experience stated for the role
- Must have at least 3 years Microsoft 365 engineering experience
- Deep understanding of Microsoft 365 collaboration platform, including Teams, SharePoint, OneDrive, Exchange, and Office desktop applications
- Experience with incident and ticket management systems, including ServiceNow/MyServices
- Experience with monitoring and alerting tools
- Troubleshooting enterprise collaboration environments
- Strong ownership and accountability
- Proactive and detail-oriented
- Effective communication across technical and business audiences
- Collaboration across cross-functional teams
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