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).