Lead Collaboration Tools and Cloud Solutions Engineer

About this role

<div class="content-intro"><p></p> <p><strong>About Agoda</strong></p> <p>At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.&nbsp;&nbsp;</p> <p>&nbsp;</p> <p>Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.</p> <p>&nbsp;</p> <p>No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.</p></div><p>&nbsp;</p> <p><strong>Agoda is looking for a Collaboration Tools and Cloud Solutions Engineer</strong></p> <p><strong>Who we are:</strong><br>Agoda is Asia’s leading and fastest growing online hotel reservation website. Maintaining this position requires an incredible amount of data, a superior IT infrastructure, and world class talent to bring it all together. Information Technology is Agoda’s core competency, and an IT career with us provides excellent growth opportunities in an exciting, multicultural environment with 74 nationalities.<br>Agoda’s IT department is a fast-paced environment where innovation and creative thinking matter; where passion for new technology applied in creative ways drives us to constantly improve the customer experience. We strive to create products and services that make a difference, and work hard to ensure continuous, consistent progress and we never forget to have fun while doing it.<br><strong>&nbsp;<br>What we need:</strong><br>We are looking for a Collaboration Tools and Cloud Solutions Engineer to act as an escalation point for our IT support teams, focusing on enterprise collaboration platforms and access management. The ideal candidate will have strong experience supporting and optimizing cloud-based collaboration tools (e.g. Microsoft 365, Google Workspace, Zoom, Slack) and managing access across the full user lifecycle, with a focus on reliability, security, user experience and continuous improvement.<br>&nbsp;<br><strong>Responsibilities:</strong><br>• Serve as L3 escalation point for issues related to collaboration tools and cloud applications, working closely with frontline support teams.<br>• Provide end-to-end application support for collaboration platforms, ensuring high availability, stability and performance.<br>• Deliver and oversee access management across the user lifecycle, including account provisioning, access/role changes, group management and secure offboarding.<br>• Monitor, troubleshoot and resolve incidents and service requests related to collaboration and cloud platforms within agreed SLAs.<br>• Investigate recurring or complex issues, perform root cause analysis and drive sustainable fixes in partnership with infrastructure, security and vendor teams.<br>• Administer and configure collaboration tools (e.g. Microsoft 365/Teams/Exchange Online/SharePoint, Google Workspace, Zoom, Slack), including policies, permissions, integrations and feature enablement.<br>• Support and troubleshoot integrations between collaboration tools and other business systems, including SSO, client applications and connectivity.<br>• Coordinate platform changes, upgrades and releases, including testing, change records, communication and post‑implementation reviews.<br>• Maintain and improve operational documentation, runbooks, knowledge articles and support procedures for collaboration and cloud services.<br>• Work closely with stakeholders and end users to understand requirements, provide technical guidance, and improve adoption and user experience.<br>• Collaborate with security and compliance teams to ensure platforms follow access, data protection and audit requirements.<br>&nbsp;<br>&nbsp;<br><strong>Requirements:</strong><br>• Bachelor’s degree in Information Technology, Computer Science or related field, or equivalent practical experience.<br>• 3+ years’ experience in application support, IT support or systems administration with a strong focus on collaboration and cloud platforms.<br>• English: full professional fluency (written and spoken).<br>• Hands‑on experience supporting enterprise collaboration tools such as Microsoft 365 (including Teams, Exchange Online, SharePoint), Google Workspace, Zoom, Slack or similar.<br>• Strong understanding of identity and access management concepts, including Google Workspace Identity, Entra ID, Active Directory, user provisioning, group/role management and permissions administration.<br>• Experience troubleshooting integrations, client application issues, connectivity problems and platform incidents in a corporate environment.<br>• Familiarity with ITSM/ticketing tools (e.g. ServiceNow, ServiceDesk) and structured incident/request/change processes.<br>• Strong communication and stakeholder management skills, with the ability to work effectively with both technical and non‑technical users.<br>• Good organizational, analytical and problem‑solving skills, with the ability to manage multiple priorities in a fast‑paced environment.<br>• ITIL Foundation certification or basic understanding of ITIL / IT service management principles is a strong plus.</p> <p>&nbsp;</p><div class="content-conclusion"><p>&nbsp;</p> <h4>&nbsp;</h4> <h4><span class="font-semibold" data-streamdown="strong">Please review our Hiring Process Guidelines before your interview — click <a href="https://careersatagoda.com/interview/"><span style="text-decoration: underline;">here</span> </a>to learn how interviewing at Agoda works.</span></h4> <p>&nbsp;</p> <p>&nbsp;</p> <h3><strong>Discover more about working at Agoda</strong></h3> <ul> <li>Agoda Career