Job Summary
"Position Overview
As an L3 & L4 Application Maintenance Engineer, you will be the first line of defense for production issues and service requests across enterprise collaboration, workflow, database, and productivity platforms (MS O365, MS Power Platform, MS Project, MS SharePoint, MS SQL, Dynatrace, FileMaker, and others). You will triage issues, restore services quickly, execute runbook actions, and maintain accurate incident documentation. You will also support deployments, configuration updates, workflow adjustments, and integration changes, contributing to stability, performance, and compliance with SLAs/SLOs.
Key Responsibilities
Incident & Request Handling
Monitor workflow failures, access issues, integration alerts, and platform dashboards; acknowledge within SLA and follow runbook steps for remediation.
Perform first‑touch troubleshooting (log review, MS SQL checks, SharePoint validations, Power Platform flow checks).
Escalate to L3/L4 or development teams based on clear escalation criteria; maintain incidents, timelines, and post‑incident data.
Source & Content Operations
Execute configuration updates, permission changes, workflow updates, and platform parameter modifications as per change policies.
Support deployments (O365 configurations, SharePoint site updates, Power Platform solution imports, FileMaker releases) under guidance.
Manage service requests such as access provisioning, workflow reruns, data corrections, reprocessing tasks, and environment refreshes with audit traceability.
SRE Ways of Working
Follow runbooks, SOPs, SLO/error budget practices, and stability guardrails.
Contribute to KB articles, runbook refinements, and known‑error entries.
Perform daily system checks (SharePoint health, Power Platform flows, SQL database capacity, Dynatrace monitoring dashboards, backups, logs).
Tools & Platforms
Experience supporting enterprise platforms including MS O365 services, Power Platform (Power Apps/Power Automate), MS Project, MS SharePoint, MS SQL, FileMaker solutions, and Confluence spaces. Strong understanding of workflows, integrations, permissions, and troubleshooting across collaboration and database platforms. Hands‑on use of tools such as Dynatrace monitoring, Figma for UX documentation, Honeywell Voice configurations, IBM Rational tools, MS SQL Server Management Studio, along with productivity tools (Postman, Notepad++, Git).
Mandatory Requirements
4–6 years in application support/maintenance across O365, Power Platform, SharePoint, SQL-based systems, or enterprise applications. Strong skills in issue debugging, log analysis, SQL basics, configuration validation, and workflow/integration troubleshooting. Experience with change management tools, monitoring dashboards, and ITSM systems (ServiceNow/Jira). Ability to manage L3 & L4 incidents, deployments, configuration updates, and documentation.
Good to Have
Knowledge of PowerShell scripting for automation, exposure to MS Graph API, experience with SharePoint Online governance, basic performance tuning, ETL understanding, and ITIL processes.
KPIs
MTTA/MTTR for L3 & L4 scope, SLA adherence, ticket quality & documentation hygiene, % incidents resolved at L3/L4, and runbook compliance."