Key Responsibilities:

The Digital Platform Engineer is responsible for ensuring the reliability, performance, and availability of key business applications across the organization. This role provides technical support, troubleshooting, and maintenance, while collaborating with platform and infrastructure teams to improve application stability and user satisfaction.

Key Responsibilities:

• Collaborate with the Technology Business Management (TBM) team to support adoption and continuous improvement of the organization’s productivity toolset (Digital Workplace), including Microsoft 365, Box and any future digital platforms and infrastructure applications.
• Provide support, guidance, and collaboration to field office IT staff across all regions to ensure consistent service delivery and alignment with global standards.
• Provide Level 2 and Level 3 technical support for business productivity tools such as Microsoft 365, Box, and related services.
• Troubleshoot and resolve application performance issues, access problems, and service disruptions.
• Work closely with product owners, vendors, and infrastructure teams to implement fixes and enhancements.
• Monitor application health using ITOM tools and proactively identify potential issues.
• Document procedures, configurations, and support runbooks for common issues and fixes.
• Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization’s new ways of working.

Key Skills and Competencies:

• Experience designing, building, and maintaining scalable and reliable digital platforms that support business productivity
• Strong analytical and troubleshooting skills with an application-centric mindset.
• Experience supporting Microsoft 365, Box, OneDrive, Teams, and collaboration platforms.
• Understanding of ITOM and ITIL practices for incident, problem, and change management.
• Security-first mindset when supporting and configuring applications.
• Customer-centric—ensuring user issues are resolved effectively with clear communication and empathy.