Cloud Services Engineer III

Job Title: Cloud Service Engineer III
Position Summary

The M365 L3 Engineer will provide advanced operational support, technical ownership, and continuous improvement for Microsoft 365 collaboration services within Digital Workplace Services. This role will support enterprise platforms including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, Microsoft 365 administration, Power Platform, Copilot, and Copilot Studio. The engineer will act as a subject matter expert for complex incidents, escalations, service requests, automation opportunities, governance, and service transition activities.

Key Responsibilities

• Provide Level 3 operational support for Microsoft 365 services, including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, Microsoft 365 Groups, licensing, admin roles, and service health issues.
• Investigate and resolve complex incidents, escalations, recurring issues, and service-impacting problems across M365 collaboration platforms.
• Support Power Platform workloads, including Power Apps, Power Automate, Dataverse, connectors, environment governance, licensing, and operational troubleshooting.
• Provide support for Copilot and Copilot Studio, including user access, licensing, agent creation issues, knowledge source configuration, connectors, publishing, governance, and operational readiness.
• Partner with engineering, security, architecture, service owners, vendors, and Microsoft support teams to resolve technical issues and drive long-term remediation.
• Monitor Microsoft 365 Message Center updates, service health advisories, roadmap changes, and emerging platform capabilities to assess business and operational impact.
• Create and maintain runbooks, knowledge base articles, SOPs, support models, and troubleshooting guides for M365, Power Platform, and Copilot Studio services.
• Drive automation initiatives using PowerShell, Microsoft Graph, PnP PowerShell, Power Automate, and reporting tools to reduce manual effort and recurring tickets.
• Support governance and compliance activities related to external sharing, guest access, retention, DLP, privileged access, audit support, and role-based administration.
• Participate in incident, problem, change, and service transition processes, ensuring solutions are stable, documented, secure, and ready for BAU operations.
• Mentor L1 and L2 support teams, provide technical guidance, and support knowledge transfer for new capabilities and recurring operational issues.

Required Skills and Experience

• 5+ years of hands-on experience in Microsoft 365 administration, operations, or enterprise collaboration support.
• Strong technical knowledge of Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, Microsoft 365 Groups, admin portals, licensing, and service health troubleshooting.
• Hands-on experience with Power Platform administration and support, including Power Apps, Power Automate, Dataverse, standard and premium connectors, environment strategy, and licensing models.
• Practical experience with Copilot Studio, including agent creation, knowledge sources, SharePoint and Teams integration, connectors, publishing, access control, and troubleshooting.
• Good understanding of Microsoft 365 Copilot administration, adoption support, license assignment, user enablement, governance, and support processes.
• Strong PowerShell skills, with experience using Microsoft Graph PowerShell, Exchange Online PowerShell, SharePoint Online PowerShell, and PnP PowerShell for administration, automation, and reporting.
• Good understanding of Microsoft Entra ID concepts, role-based access control, privileged identity management, conditional access, groups, and identity-driven service access.
• Experience working with ITSM tools such as ServiceNow and following ITIL practices for incident, problem, change, request, escalation, and service transition management.
• Ability to perform root cause analysis, identify ticket trends, document remediation actions, and drive continuous service improvement.
• Strong communication, stakeholder management, documentation, prioritisation, and collaboration skills in a global enterprise environment.