Platform Engineer Microsoft 365 Core [RFP-246273-1]

Overview:The Platform Engineer for MS365 Core plays a vital role as the Level 3 (L3) authority within the service domain. This position involves managing complex operational issues and focusing on the health, stability, and continuous enhancement of the service. The Engineer is responsible for improving service maturity, meeting operational KPIs, and implementing long-term improvements through processes like standardization and knowledge management.Main Responsibilities:Act as the final escalation point for complex, high-impact service incidents.Lead technical troubleshooting and identify root causes.Coordinate resolution of major incidents and track preventive actions.Own operational KPIs, including incident trends and SLA adherence.Monitor service health and proactively identify risks or degradation.Create and maintain knowledge bases, work instructions, and user guides.Consolidate recurring incidents and lead problem management activities.Partner with platform owners and security teams for service enhancements.Key Requirements:MS900 Certified.4+ years of experience in enterprise IT service operations or platform support.Proven experience as an L3/expert escalation in a global environment.Strong domain expertise in areas such as Microsoft 365, Endpoint management, Identity & authentication, and Enterprise SaaS platforms.In-depth understanding of ITIL-based service management, especially in Incident, Problem, Change, and continuous improvement.Ability to convert operational pain points into structured enhancements.Nice to Have:Experience in designing or improving service run models.Exposure to automation, scripting, or service analytics.Experience in post-MSP or in-house capability transition environments.Other Details:Work is conducted in a hybrid model in Koregaon Park, Pune, requiring three days a week in-office attendance. The role operates within CET time zone and has a contract duration of 12 months.