Platform Engineer Microsoft 365 Core RFP 270897-1

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Descrizione

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:

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