Role: Collaboration Engineering

Location: Remote, USA

Experience: 12+ years

Work type: W2

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

This is a remote position.

Compensation: $60.00 - $60.00 per hour

WELCOME TO IPOLARITY LLC

IPolarity LLC. is a Professional Services firm composed of highly trained professionals with a wide range of experience in various industries. We provide our clients in key industry verticals with focused expertise in IT Solution, Application Development, Application Maintenance, Testing services and Systems Integration. IPolarity LLC integrates expert industry knowledge, process and technology frameworks, strong partnerships, and a reliable work force to provide strategic solutions that generate sustainable results. We are able to leverage our expertise via a flexible delivery model, which includes onsite and offsite resources.

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