Senior AI Operations Lead

We are delighted to represent our client, an established organization within the Insurance sector, currently seeking an experienced Microsoft 365 Copilot Support Engineer. This position will play an important role in supporting, maintaining, and optimizing enterprise AI capabilities while ensuring secure and reliable platform operations.

Location: Alpharetta, GA or Halifax, NS – Hybrid (2 days onsite per week)

Role & Responsibilities

• Provide advanced technical support for Microsoft 365 Copilot, resolving complex incidents, escalations, and operational issues.

• Collaborate with Security, Identity, Compliance, and SharePoint teams to ensure secure access, appropriate permissions, and effective governance.

• Investigate recurring platform issues, conduct root cause analysis, and implement long-term solutions.

• Support Copilot administration, user access management, platform updates, and ongoing operational improvements.

• Monitor platform performance and troubleshoot integrations across Microsoft 365 services.

• Develop technical documentation and provide escalation support to internal IT teams.

Key Skills and Qualifications

• 2+ years of experience supporting Microsoft 365 environments, including exposure to Copilot or enterprise AI platforms.

• Strong knowledge of SharePoint Online, OneDrive, Exchange Online, and Microsoft 365 integrations.

• Experience troubleshooting technical issues involving permissions, identity, data access, and platform configurations.

• Understanding of Microsoft 365 security and governance, including Microsoft Entra ID, Purview, and access controls.

• Experience with incident management, root cause analysis, and IT service management tools such as ServiceNow.

• Strong problem-solving, communication, and cross-functional collaboration skills.