Collaboration Engineer

Job Description

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

Enable Skills-Based Hiring No
Qualification Assessment
Must Have
FNMACompany Default Category

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.