APPLICATION SUPPORT ENGINEER – M365 & COLLABORATION (SFIA LEVEL 3)
Job Title: Application Support Engineer – M365 Collaboration
Department: Group Digital Service Operations
Role Summary
The Application Support Engineer will be responsible for providing technical support, maintenance, and continuous improvement of business-critical applications. This role involves incident resolution, root-cause analysis, monitoring, and ensuring the stability, performance, and availability of enterprise applications. The engineer will collaborate closely with development, infrastructure, and business teams to ensure seamless service delivery.
Key Responsibilities
- Support SharePoint Online, M365 apps, SPFx components.
- Troubleshoot permission issues, workflows, UI, and content management.
- Participate in on-call rotation and rotating shifts.
- Troubleshooting & Resolution: Investigate, diagnose, and resolve technical application issues to restore services quickly.
- Monitoring & Maintenance: Monitor application performance, server health, and alert systems to ensure high availability.
- Root Cause Analysis (RCA): Perform in-depth investigations into recurring issues to identify root causes and implement preventive measures.
- Application Deployment: Assist in code migrations, system configuration changes, and software releases.
- Documentation: Maintain up-to-date documentation for support procedures, known errors, and resolution steps.
- Collaboration: Coordinate with development, QA, and infrastructure teams to resolve complex bugs.
- User Support: Provide prompt, clear communication to internal users and clients regarding issue status
Additional Requirements
- Excellent English communication skills (written and oral).
- Must support major incidents as escalation point (on-call as required).
- Shift oversight for teams working between 9 AM and 4 PM IST rotational start times.
Education Qualifications
- Bachelor’s degree in CS/IT/Engineering.
Certifications (Preferred)
- MS‑900
- SharePoint Administrator basics
SFIA Competency Table
SFIA SkillLevelDescriptionExpected ProficiencyASUP3SupportGood troubleshootingITOP3OpsExposure to SaaS adminSCAD3SecurityUnderstands permissions
