Microsoft 365 Collaboration Engineer

Microsoft 365 Collaboration Engineer

Location: Atlanta, GA

Job Description

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