Collaboration Engineer
Role: Collaboration Engineer IV Duration: 12 months Location: Remote (EST Hours) Years of Experience: 10+ Years of Experience Role Summary 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
- Maintain dashboards and operational visibility
- 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
Regards Ravi sharma