Collaboration Engineering
Role: Collaboration Engineering Location: Remote, USA Experience: 12+ years Work type: W2 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
This is a remote position.