Job Title: Cloud Service Engineer III
Position Summary
The M365 L3 Engineer will provide advanced operational support, technical ownership, and continuous improvement for Microsoft 365 collaboration services within Digital Workplace Services. This role will support enterprise platforms including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, Microsoft 365 administration, Power Platform, Copilot, and Copilot Studio. The engineer will act as a subject matter expert for complex incidents, escalations, service requests, automation opportunities, governance, and service transition activities.
Key Responsibilities
• Provide Level 3 operational support for Microsoft 365 services, including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, Microsoft 365 Groups, licensing, admin roles, and service health issues.
• Investigate and resolve complex incidents, escalations, recurring issues, and service-impacting problems across M365 collaboration platforms.
• Support Power Platform workloads, including Power Apps, Power Automate, Dataverse,



connectors, setting governance, licensing, and operational troubleshooting.
• Provide support for Copilot and Copilot Studio, including user access, licensing, agent creation issues, knowledge source configuration, connectors, publishing, governance, and operational readiness.
• Partner with engineering, security, architecture, service owners, vendors, and Microsoft support teams to resolve technical issues and drive long-term remediation.
• Monitor Microsoft 365 Message Center updates, service health advisories, roadmap changes, and emerging platform capabilities to assess business and operational impact.
• Create and maintain runbooks, knowledge base articles, SOPs, support models, and troubleshooting guides for M365, Power Platform, and Copilot Studio services.
• Drive automation initiatives using PowerShell, Microsoft Graph, PnP PowerShell, Power Automate, and reporting tools to r

📌 Cloud Services Engineer III (Bengaluru)
🏢 Pearson
📍 Bengaluru