Collaboration Engineering

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Collaboration Engineering based in India.

This role is focused on keeping enterprise collaboration platforms stable, reliable, and continuously <improving.You> will take ownership of day-to-day operations and L3 support across a broad Microsoft 365 environment.The position combines incident management, platform monitoring, troubleshooting, production changes, and operational <improvement.You> will play a key role in maintaining service availability while identifying recurring issues and opportunities for greater efficiency.Working closely with support teams and cross-functional partners, you will help resolve complex issues and communicate service impacts effectively.The role offers significant ownership and visibility across critical collaboration services used by enterprise <teams.It> is well suited to an experienced Microsoft 365 engineer who thrives in operational environments and takes a proactive approach to service reliability.

Accountabilities

• Own L3 operational support for Microsoft 365 collaboration services and participate in an on-call rotation.
• Manage and resolve incidents, service requests, escalations, and complex production issues within defined service levels.
• Perform root cause analysis, identify underlying issues, and drive corrective actions to prevent recurrence.
• Monitor service health, alerts, platform performance, and operational indicators to proactively identify potential problems.
• Analyze ticket trends and operational data to provide reporting insights and identify opportunities for service improvement.
• Maintain accurate knowledge base articles, technical documentation, procedures, and troubleshooting guidance.
• Collaborate with L2 support, enterprise command center teams, and partner teams to resolve incidents and maintain service continuity.
• Communicate platform updates, planned changes, incidents, and service impacts clearly to relevant stakeholders.
• Support production changes, deployments, and other operational activities while minimizing disruption to users.
• Maintain operational dashboards and provide clear visibility into platform health, incidents, service levels, and performance.
• Identify opportunities to automate repetitive operational tasks and improve support processes and efficiency.
• Contribute to operational forums, status reporting, and continuous improvement initiatives.

Requirements

• 10+ years of professional experience in engineering, operations, infrastructure, collaboration platforms, or a closely related technical field.
• At least 3 years of hands-on Microsoft 365 engineering experience in an enterprise environment.
• Deep understanding of Microsoft 365 collaboration services, including Microsoft Teams, SharePoint, OneDrive, Exchange, and Office desktop applications.
• Strong experience troubleshooting complex enterprise collaboration environments and resolving production issues.
• Experience with incident, service request, escalation, and ticket management processes, preferably using platforms such as ServiceNow or similar systems.
• Familiarity with monitoring and alerting tools and the ability to interpret service health and platform performance indicators.
• Strong knowledge of root cause analysis, operational troubleshooting, SLA management, and production support practices.
• Demonstrated ability to take ownership of incidents and issues from identification through resolution and follow-up.
• Strong attention to detail, particularly when documenting technical issues, changes, and operational procedures.
• Excellent communication skills, with the ability to explain technical information and service impacts to both technical and business stakeholders.
• Proven ability to collaborate effectively with cross-functional teams and external or partner teams.
• Proactive mindset with a strong focus on reliability, continuous improvement, automation, and process optimization.

Benefits

• 12-month contract with potential for extension or conversion.
• Remote working opportunity.
• Opportunity to support and optimize a large-scale enterprise Microsoft 365 collaboration environment.
• Exposure to critical collaboration technologies including Teams, SharePoint, OneDrive, Exchange, and Office applications.
• Significant ownership over platform operations, incident resolution, service health, and continuous improvement.
• Opportunity to contribute to automation and operational process optimization.
• Cross-functional collaboration with engineering, support, operations, and partner teams.
• High-impact role with success measured through platform stability, SLA adherence, incident reduction, documentation quality, and stakeholder satisfaction.