Platform Engineer MS365 Satellite & Other Collaboration - RFP-247204-1

Introduction & Summary

As an engineer for MS365 Satellites, you will play a crucial role in ensuring the smooth operation and optimal performance of MS365 Satellite applications, including MS Viva, Jira, Monday.com, Lucid Chart, Confluence, and Adobe. The ideal candidate will possess a strong analytical mindset and a customer-focused approach, ensuring high-quality support and continuous improvement across the MS365 ecosystem.

Main Responsibilities

• Support Operation:
• Act as L3 to resolve escalated incidents from L2 and helpdesk.
• Intervene in the resolution of complex incidents in collaboration with other technical domains.
• Contribute and maintain RCA documents.
• Analyze recurring incidents to identify root causes and implement corrective/preventive measures.
• Oversee the lifecycle of user accounts and licenses.
• Maintain accurate and up-to-date system configurations.
• Support the SME in the delivery of specific reporting and analysis.
• Govern 3rd party services connected to the MS365 ecosystem.
• Participate in operational committees focusing on operation and support KPIs.
• Support technical planning, testing, and implementing changes to services.
• Continuous Improvement and Transformation:
• Identify opportunities for process improvement and automation.
• Execute security controls and governance to enhance platform security.
• Contribute to transformation projects with technical expertise.
• Documentation and Training:
• Develop and maintain documentation including HLD/LLD of applications, Incident Resolution Matrix, knowledge base support articles, and user guides.
• Contribute to building comprehensive documentation of the application's architecture and procedures.

Key Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in supporting operations of MS365-related applications.
• Strong understanding of relevant tools and technologies.
• Relevant certifications (e.g., MS365, ITIL) are a plus.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and manage time effectively.
• Customer-centric support approach.
• Attention to detail and accuracy.
• Understanding of ITIL v4 service management principles.
• Passion for technology and a desire to learn new skills.
• Proficiency in English, both spoken and written.

Nice to Have

• Experience in automated solutions.
• Knowledge of additional collaboration tools beyond MS365.
• Experience with security policies and governance frameworks.

Other Details

This position is based in Koregaon Park, Pune, with a hybrid working model (3 days per week in the office). Work hours will align with the CET time zone (9 hours).