Job Summary

The M365, Messaging, Collaboration & EUC Platform Engineer will provide 24x7 operational support across Microsoft 365, Exchange, SharePoint, Teams, Purview, Entra App Proxy, Google Workspace, Slack/Tencent Messaging, Eptura, Dropbox/Box, Notion, Power Platform, AvePoint Cloud Governance, ShareGate, Cisco Email Security Appliance, GFI Fax & SMS Gateway, and custom C#/PowerShell jobs. The role will support platform stability, user lifecycle, access and permissions, email and collaboration services, governance, service health monitoring, incident/problem/change management, vulnerability remediation coordination, vendor escalation, automation, reporting, and operational documentation. 

Key Responsibilities

Administer and support SharePoint On-Premises and SharePoint Online sites, site collections, libraries, lists, access requests, and permissions. 

Troubleshoot site availability, document library, permission inheritance, search, workflow, storage, and performance-related issues. 

Coordinate backup/restore, patching, vulnerability remediation, maintenance, and infrastructure-level dependencies with respective resolver groups. 

Support ShareGate activities for migration, reporting, assessment, and operational tasks as per approved change and project processes. 

Maintain SharePoint SOPs, configuration documentation, runbooks, and operational knowledge articles. 

4. SaaS Collaboration & Productivity Platforms 

Administer and support Google Workspace, Slack/Tencent Messaging, Eptura, Dropbox/Box, and Notion in line with defined operational procedures. 

Support user provisioning/deprovisioning, group/channel/workspace access, folder/site/page permissions, external sharing controls, and service requests. 

Troubleshoot collaboration platform access, sync, sharing, authentication, notification, integration, and client-side issues. 

Coordinate with platform vendors/OEMs for L3 support, service incidents, platform defects, and escalations. 

Support usage reporting, license utilization, operational governance, and adoption reporting for in-scope collaboration platforms. 

5. Power Platform, AvePoint, Entra App Proxy & Automation 

Administer Power Platform environments, tenant settings, DLP policies, gateways, platform health, usage, and capacity monitoring. 

Support AvePoint Cloud Governance operations including service requests, governance workflows, access/governance support, and vendor coordination. 

Monitor and support Microsoft Entra App Proxy service availability, connector status, application access, and vulnerability remediation coordination. 

Maintain and support approved custom scripts/jobs developed in C# and PowerShell, including job monitoring, failure triage, minor enhancements, and documentation. 

Use PowerShell/C# scripting to improve reporting, operational automation, standard checks, and repetitive administrative tasks. 

6. 24x7 Operations, ITSM & Service Continuity 

Provide 24x7 operational support through shift-based coverage, including on-call or rostered support where applicable. 

Monitor service health, platform alerts, batch/script jobs, ticket queues, service advisories, and operational dashboards during assigned shifts. 

Perform incident triage, troubleshooting, workaround implementation, escalation, root cause analysis inputs, and permanent-fix coordination. 

Handle service requests, incidents, changes, and problem tickets within agreed SLAs and escalation timelines using the ITSM process. 

Support major incidents, priority escalations, emergency changes, service restoration, and post-incident review inputs. 

Perform shift handover with clear ticket updates, pending actions, escalations, risks, and operational highlights. 

Maintain SOPs, runbooks, known error records, troubleshooting guides, and operational reporting. 

Skill Requirements

Skill Area 

Required Skills 

Messaging & Exchange 

Exchange On-Premises, Exchange Online, mail flow, mailbox permissions, transport rules, hybrid/coexistence support, Outlook/OWA troubleshooting, message trace, DNS/mail routing basics. 

Email Security & Gateways 

Cisco Email Security Appliance, spam/quarantine handling, allow/block controls, GFI Fax & SMS Gateway monitoring and incident support. 

Microsoft 365 

M365 Admin Center, Teams, OneDrive, SharePoint Online, Office Apps, Copilot, Viva, Purview, service health, licensing and user support. 

SharePoint 

SharePoint On-Premises and Online administration, sites/site collections, lists/libraries, permissions, search/workflow troubleshooting, ShareGate awareness. 

SaaS Collaboration 

Google Workspace, Slack/Tencent Messaging, Dropbox/Box, Notion, Eptura user and access support, configuration support, and vendor coordination. 

Governance & Security 

DLP, retention, external sharing, conditional access alignment, access governance, audit support, vulnerability remediation coordination. 

Automation 

PowerShell and C# scripting, custom job monitoring, script troubleshooting, reporting automation, and operational task automation. 

24x7 Operations 

Shift operations, incident triage, SLA-driven support, service monitoring, escalation handling, major incident support, and shift handover. 

ITSM 

Incident, Problem, Change, Service Request Management; RCA inputs, SOP/runbook maintenance, reporting, and stakeholder communication. 

Other Requirements

1. Messaging, Exchange & Email Security 

Administer and support Exchange On-Premises and Exchange Online services, including mailbox, distribution list, shared/resource mailbox, permissions, retention-related requests, and mail-enabled objects. 

Troubleshoot mail flow, delivery failures, Outlook/OWA connectivity, calendar, free/busy, autodiscover, mobile access, and message trace-related incidents. 

Support Cisco Email Security Appliance operations including whitelisting/blacklisting, mail flow investigation, spam/quarantine support, and security gateway escalations as per approved process. 

Support GFI Fax & SMS Gateway operations including user/request support, service monitoring, incident triage, and vendor escalation coordination. 

Coordinate with security, identity, network, and application teams for email security, authentication, routing, and policy-impacting issues. 

2. Microsoft 365 Collaboration Services 

Provide operational support for Microsoft 365 Office Applications, Exchange Online, SharePoint Online, OneDrive for Business, Teams, Copilot, Viva, and Purview. 

Support user access, license assignment validation, service health monitoring, service advisories, tenant configuration support, and end-user collaboration issues. 

Troubleshoot issues related to Teams, OneDrive sync, SharePoint access, M365 application access, Copilot availability/access issues, and Viva module access where applicable. 

Support Purview-related operational activities such as DLP, retention, audit, and data governance coordination based on GIC-defined policies. 

Coordinate with Microsoft support for service outages, critical incidents, escalations, and platform advisories.