Job Description
Role Summar: 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
Enable Skills-Based Hiring No
Qualification Assessment
Must Have
Bachelor degree in Computer Science, Information Systems, Mathematics, Engineering or related field
Key Candidate Profile
The ideal candidate is:
• A Microsoft 365 Collaboration Engineer
• Strong in SharePoint Administration
• Knowledgeable in Teams, OneDrive, and Exchange
• Experienced with:
○ Microsoft Support interactions
○ Tier 2/3 support
○ ServiceNow
○ On-call support
○ Microsoft 365 service health and roadmap monitoring
• Able to troubleshoot collaboration issues across the Microsoft 365 ecosystem rather than specialize solely in Azure, SCCM, or desktop support.
Never miss an opportunity! Create an alert based on the job you applied for.
