Description
Job Title: Cloud Services Engineering Manager

Job Description:
The Collaboration/M365 Operations Team Lead is responsible for leading the day-to-day operational support, governance, service quality, and continuous improvement of Microsoft 365 and collaboration services within Digital Workplace Services. This role provides a single point of operational accountability for critical collaboration platforms used across the organisation, including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, Microsoft 365 administration, Copilot, Power Platform, and other related collaboration applications like Adobe, Smartsheet etc.
The role will lead a team of operations engineers providing Level 3 support, service monitoring, incident and problem management, operational readiness, service transition, automation, knowledge management, and proactive improvements. The successful candidate will work closely with Service Owners, Engineering teams, Cyber Security, Service Desk, vendors, and business stakeholders to ensure collaboration services are stable, secure,



scalable, and aligned to business needs.
This role aligns closely with positions such as Operations Lead, Microsoft 365 Technical Lead, Operations.
Key Responsibilities:
- Lead the Collaboration/M365 Operations team responsible for Level 3 operational support of Microsoft 365 and collaboration platforms.
- Provide transparent ownership and accountability for service stability, operational performance, escalations, and service quality.
- Ensure operational coverage across agreed support hours, including rotational support and on-call arrangements where required.
- Monitor service health, ticket trends, incident volumes, aged tickets, SLA performance, and operational risks.
- Drive service improvement plans to reduce recurring incidents, improve mean time to resolve, and enhance end-user experience.
- Oversee operational support for Exchange Online, SharePoint Online, Microsoft Teams, OneDrive fo

📌 Cloud Services Engineering Manager (Bengaluru)
🏢 Pearson
📍 Bengaluru