Platform Engineer Microsoft 365 Core RFP 270897-1

Role Purpose

The Platform Engineer for MS365 Core is the Level 3 (L3) authority within their service domain, acting as the final escalation point for complex operational issues while owning the health, stability, and continuous improvement of the service.

Beyond incident resolution, this role is accountable for strengthening service maturity, ensuring operational KPIs are met, and driving long-term improvements through standardisation, knowledge creation, and problem management.

Work Location : Koregaon Park, Pune

Work model: Hybrid working (3 days / week in office)

Work hours: CET Time zone (9 hours)

Goals and deliverables

Key Responsibilities

L3 Escalation & Expert Support

• Act as the final escalation point for complex, high-impact service incidents
• Lead deep technical troubleshooting across their service domain
• Support and coordinate resolution of major incidents, ensuring:
• Root cause is clearly identified
• 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 impacting service reliability

Knowledge, Standards & Incident Resolution Matrix

• Create and maintain knowledge bases, work instructions, and user guides
• Ensure documentation is:
• Accurate
• Actionable
• 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
• Configuration or design improvements
• Track improvement actions through to closure and measurable outcomes

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Stakeholder & Platform Collaboration

• Partner with platform owners, security teams, and vendors on:
• Service enhancements
• Risk mitigation
• Design or configuration changes
• Provide expert input into:
• Platform evolution
• Change impact assessments
• Operational readiness for new features or tools

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Required Skills & Experience Must-Have

MS900 Certified

• 4+ years of experience in enterprise IT service operations or platform support
• Proven experience acting as L3 / expert escalation in a global environment
• Strong domain expertise in one or more areas:
• Microsoft 365
• Endpoint management
• Identity & authentication
• 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

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

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Behavioral & Leadership Expectations

• Ownership mindset — accountable for outcomes, not just tasks
• Calm and decisive during critical incidents
• Strong analytical thinking with a bias toward long-term solutions
• Influences through expertise, not hierarchy
• Mentors and uplifts L2 / L2.5 engineers

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Strategic Value of the Role

The Engineer for MS365 Core role is critical to:

• Reducing incident recurrence and operational noise
• Improving service reliability and maturity
• Protecting platform owners from run distractions
• Enabling a scalable, resilient, in-house service model