Platform Engineer Microsoft 365 Core RFP 270897-1

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MidHybryda·PuneFull-time

#461450·Dodano 5 dni temu·0

Źródło: justjoin.it

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Tech Stack / Keywords

DocumentationSecurityService Level Agreement (SLA)OperationsITILService Managementproblem managementSoftware as a Service (SaaS)RegionsMSP (Managing Successful Programmes)

Podsumowanie oferty

The Platform Engineer for MS365 Core serves as the L3 escalation authority for complex operational issues and owns service health, stability, and continuous improvement. The role strengthens service maturity, meets operational KPIs, and drives standardisation, knowledge creation, and problem management.

Wymagania

Must-have:

MS900 Certified.
4+ years of experience in enterprise IT service operations or platform support.
Proven experience acting as an L3 / expert escalation point in a global environment.
Strong domain expertise in one or more areas: Microsoft 365, endpoint management, identity and authentication, or enterprise SaaS platforms.
Deep understanding of ITIL-based service management, especially incident, problem, change, and continuous improvement.
Ability to translate operational pain points into structured improvements.
Ownership mindset and accountability for outcomes, not just tasks.
Calm and decisive during critical incidents.
Strong analytical thinking with a bias toward long-term solutions.
Ability to influence through expertise rather than hierarchy.
Ability to mentor and uplift L2 / L2.5 engineers.

Nice to have:

Experience designing or maturing service run models.
Exposure to automation, scripting, or service analytics.
Experience working in post-MSP or in-house capability transition environments.

Obowiązki

L3 Escalation & Expert Support:

Act as the final escalation point for complex, high-impact service incidents.
Lead deep technical troubleshooting across the service domain.
Support and coordinate major incident resolution, ensuring root causes are identified and preventive actions are defined and tracked.
Provide expert guidance to L2 engineers and service desks.

Operational Excellence:

Own operational KPIs for the assigned service domain, including incident trends, recurring issues, SLA adherence, and service stability.
Monitor service health and proactively identify risks or degradation.
Act as the operational authority for decisions affecting service reliability.

Knowledge, Standards & Incident Resolution Matrix:

Create and maintain knowledge bases, work instructions, and user guides.
Ensure documentation is accurate, actionable, and adopted by L2 / L2.5 teams.
Drive standardisation of operational procedures across regions.

Problem Management & Service Improvement:

Consolidate recurring incidents and systemic issues.
Lead problem management activities within the service domain.
Design and drive service improvement initiatives, including process optimisation, automation opportunities, and configuration or design improvements.
Track improvement actions through to closure and measurable outcomes.

Stakeholder & Platform Collaboration:

Partner with platform owners, security teams, and vendors on service enhancements, risk mitigation, and design or configuration changes.
Provide expert input into platform evolution, change impact assessments, and operational readiness for new features or tools.

Inne informacje

Work hours are in the CET time zone, for 9 hours.

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