Agoda - Collaboration Tools and Cloud Solutions Engineer

• Serve as L3 escalation point for issues related to collaboration tools and cloud applications, working closely with frontline support teams. • Provide end-to-end application support for collaboration platforms, ensuring high availability, stability and performance. • Deliver and oversee access management across the user lifecycle, including account provisioning, access/role changes, group management and secure offboarding. • Monitor, troubleshoot and resolve incidents and service requests related to collaboration and cloud platforms within agreed SLAs. • Investigate recurring or complex issues, perform root cause analysis and drive sustainable fixes in partnership with infrastructure, security and vendor teams. • Administer and configure collaboration tools (e.g. Microsoft 365/Teams/Exchange Online/SharePoint, Google Workspace, Zoom, Slack), including policies, permissions, integrations and feature enablement. • Support and troubleshoot integrations between collaboration tools and other business systems, including SSO, client applications and connectivity. • Coordinate platform changes, upgrades and releases, including testing, change records, communication and post‑implementation reviews. • Maintain and improve operational documentation, runbooks, knowledge articles and support procedures for collaboration and cloud services. • Work closely with stakeholders and end users to understand requirements, provide technical guidance, and improve adoption and user experience. • Collaborate with security and compliance teams to ensure platforms follow access, data protection and audit requirements.