Microsoft 365 production support Engineer (100% Remote)

This is primarily a senior Microsoft 365 production support / operations engineering role, not a pure development role. The company needs someone who can own the M365 collaboration environment at L3 level, troubleshoot complex issues, manage incidents, monitor platform health, and keep Teams, SharePoint, OneDrive, Exchange, and Office services stable.

• 10+ years overall IT experience with at least 3+ years of Microsoft 365 engineering experience.
• Strong hands-on knowledge of Teams, SharePoint Online, OneDrive, Exchange Online, and Office 365.
• Responsible for L3 production support, incident management, escalations, troubleshooting, RCA, and SLA adherence.
• Experience with ServiceNow, monitoring/alerting tools, dashboards, platform health, and performance management.
• Support on-call operations, production changes, deployments, and cross-team collaboration with L2, ECC, and partner teams.
• Focus on documentation, reducing recurring incidents, automation, process improvement, and overall M365 platform stability.

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:

• 10+ years of experience is must
• 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