IT Operations Support Senior Specialist

Application Support Engineer
Dearborn MI hybrid
W2 only

The Collaboration Services team is responsible for delivering reliable, secure, and high-quality collaboration experiences across the enterprise. This role supports and evolves a portfolio of customer-facing collaboration platforms, including Microsoft Teams (Meetings & Chat),
Miro
, Slido
, and automation tools that extend Microsoft Teams capabilities
.

As a Senior Collaboration Engineer
, you will play a key role in operating, supporting, and enhancing enterprise collaboration services
, working directly with end users, internal teams, and external vendors. The role combines L2/L3 application support
, Azure-based automation
, and continuous service improvement
, providing hands-on exposure to enterprise platform engineering and IT operations.

• Provide L2/L3 operational support for enterprise collaboration services, including Microsoft Teams and related platforms
• Diagnose, troubleshoot, test, and implement solutions to resolve complex application and service issues
• Perform root cause analysis and drive permanent fixes for recurring incidents and problems
• Triage escalated issues and collaborate with internal engineering teams and external vendors to resolution
• Manage and prioritize incoming work across incidents, requests, and problem tickets
• Partner with customers and stakeholders to understand business needs and validate technical solutions
• Design, develop, and support Azure-based application automation and integrations
• Implement and maintain Power Automate workflows
  , APIs, and custom Azure Bot solutions
• Support the introduction of new technologies
  , including AI/LLM-enabled features and third-party integrations
• Assist with launching secure, compliant technologies aligned with enterprise standards
• Participate in planning, testing, and deployment of new releases and service enhancements
• Utilize Agile methodologies (Scrum/Kanban) and tools to support iterative delivery
• Track and report on incidents, problems, and service requests using Service Now
• Coordinate and resolve issues that span multiple technical teams or vendors

• Bachelor’s degree (or equivalent professional experience)
• 7+ years of experience in enterprise IT, application support, or platform engineering roles
• Strong experience supporting SaaS platforms and working with external vendors
• Hands-on experience with Microsoft Azure administration (policies, licensing, configuration)
• Experience with API integrations
  , Power Automate workflows, and Azure automation
• Background supporting enterprise collaboration platforms (Microsoft Teams, SharePoint, M365)
• Solid understanding of the IT software development lifecycle and technology lifecycle management
• Experience with incident, request, and problem management workflows and ticketing systems (Service Now)
• Familiarity with Agile/Scrum/Kanban methodologies and tools such as JIRA
• Ability to read and understand architectural documentation and operational runbooks
• Strong problem-solving skills with the ability to manage multiple priorities in a fast-paced environment

• Experience managing supplier and vendor relationships in global environments
• Knowledge of security best practices
  , risk management, and threat modeling
• Experience working directly with end users and leadership teams
• Exposure to AI/LLM features
  , automation platforms, or conversational technologies

• Microsoft Teams, Microsoft 365, Share Point
• Microsoft Azure (Application Support & Automation)
• Power Automate, APIs, Azure Bots
• Service Now (Incident / Request / Problem Management)
• SaaS Application Support
• IT Operations & Platform Support
• Application Testing & Release Support
• Troubleshooting & Root Cause Analysis
• Agile / Scrum / Kanban
• Vendor Management & Technical Customer Support