Collaboration Engineering - remote

The Collaboration Engineering (Collab Eng) Operations Engineer is responsible for day-to-day operations, incident management, and platform health for Microsoft 365 collaboration services. This role ensures stability, reliability, and continuous improvement of supported services. Key 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

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• Must have at least 3 years Microsoft 365 engineering experience

Operational Expectations:

• Proactive ownership of incidents and issues

• Timely response to alerts and escalations

• Clear and detailed ticket documentation

• Active participation in operational forums and status reporting

• Continuous improvement mindset for automation and process optimization

Technical Skills:

• Deep understanding of Microsoft 365 collaboration platform (Teams, SharePoint, OneDrive, Exchange, Office desktop applications)

• Incident and ticket management systems (ServiceNow/MyServices)

• Monitoring and alerting tools

• Troubleshooting enterprise collaboration environments

Behavioral Competencies:

• Strong ownership and accountability

• Proactive and detail-oriented

• Effective communication across technical and business audiences

• Collaboration across cross-functional teams

Success Measures:

• SLA adherence

• Reduction in repeat incidents

• Quality of documentation

• Platform stability and uptime

• Stakeholder satisfaction