Collaboration Engineer IV

Role: Collaboration Engineer IV

Location: Remote

JD: 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