Enterprise Copilot Engineer

Role :
Enterprise Copilot Engineer
Level :
Senior Associate

Tower : AI Operations & Platform Support (AI Managed Services)

Experience : 5.5-10 years

Key Skills :
Microsoft 365 Copilot; M365 Administration;
Identity & Access; L2/L3 Support;
Troubleshooting;
Change Management;
Adoption/Usage Analytics

Educational Qualification :
Bachelor’s degree in Computer Science/IT or relevant field (Master’s or relevant certifications preferred)

Work Location :
Hyderabad / Bangalore

Job Description

As an AC - Senior Enterprise Copilot Engineer, you will deliver L2/L3 support and enablement for Microsoft 365 Copilot users and administrators. You will support tenant and access configuration, troubleshoot Copilot issues, maintain knowledge assets, contribute to adoption insights, and coordinate operational readiness for Copilot-related changes to ensure a stable, secure, and effective user experience.

Key Responsibilities:

1.Copilot Administration & Configuration:
Support Microsoft 365 Copilot configuration and operational administration aligned to client standards, policies, and access controls.
Assist with tenant-level settings, licensing/enablement workflows, and configuration validation for supported Copilot experiences.
2.L2/L3 Support, Troubleshooting & Ticket Resolution:
Resolve Copilot-related incidents and service requests; perform structured troubleshooting and determine appropriate remediation steps.
Identify root causes for recurring user issues and coordinate resolution with product/platform owners and vendors as needed.
Provide clear, timely technical updates and user communications through the agreed ITSM process and service channels.
3.Identity, Access & Security Alignment:
Support identity and access-related troubleshooting impacting Copilot usage, working within least-privilege and security controls.
Ensure operational tasks and changes adhere to applicable security, privacy, and compliance requirements and approvals.
Partner with security/compliance stakeholders to address policy-driven access issues and operational controls for Copilot.
4.Knowledge Management & Runbooks:
Create and maintain knowledge articles, troubleshooting guides, and runbooks for common Copilot support scenarios.
Standardize diagnostic steps and resolution patterns to improve first-time fix rate and reduce time to restore.
5.Enablement & User Support Readiness:
Support user/admin enablement by curating FAQs, guidance, and support materials for common Copilot workflows and limitations.
Identify knowledge gaps and recommend targeted enablement updates that reduce repeat issues and improve user outcomes.
6.Change Management & Operational Readiness:
Support operational readiness for Copilot-related changes by updating documentation, validating support procedures, and coordinating communications.
Participate in change execution and post-change verification to confirm expected behavior, access, and user experience outcomes.
7.Adoption Insights & Continuous Improvement:
Contribute to adoption and usage insights by identifying trends from tickets, feedback, and service data to inform improvements.
Recommend improvements to support workflows, knowledge assets, and configurations that enhance stability and user satisfaction.
8.Stakeholder & Service Desk

Collaboration:

Partner with the client Service Desk and key stakeholders to ensure seamless intake, triage, escalation, and resolution for Copilot issues.
Coordinate cross-functionally with platform teams to resolve complex issues and ensure shared understanding of support boundaries.
9.Service Reporting & Governance Support:
Provide inputs to service reporting on ticket trends, common issues, backlog items, and improvement opportunities for Copilot support.
Support governance forums by preparing clear status, risks/issues, and action updates related to Copilot operations.
10.Quality, Controls & Operational Discipline:
Follow defined operational processes (incident, request, change) and maintain high-quality ticket hygiene and documentation discipline.
Promote consistent execution standards and proactively raise operational risks, control gaps, or user-impacting issues for timely action.

Required Skills:

Experience…