Support Engineer

3 days ago

Noida, Uttar Pradesh, India Topcoder Full time


Role Overview

We're seeking a Senior Support Engineer to own day-to-day stability, upgrades,

and access operations for Microsoft Copilot for Microsoft 365 and the Power

Platform (Power Apps, Power Automate, Power Pages, Power BI, Dataverse).

You'll triage incidents, drive root-cause analysis, manage environment and release

processes, enforce DLP/governance, and enable/disable features and connectors in

alignment with security and compliance policies. This role partners closely with

Security, M365/Entra ID admins, Platform Engineering, and Citizen Developer

communities.

Key Responsibilities

Incident & Problem Management
  • Serve as L2/L3 for Copilot & Power Platform incidents (availability, flow failures, app errors, policy blocks, licensing/access issues).
  • Own MTTA/MTTR: triage, impact assessment, comms, workarounds, and RCA with corrective/preventive actions.
  • Monitor service health/message center advisories; proactively mitigate user impact.
Change, Release & Upgrades
  • Plan and execute platform updates (release waves, solution upgrades, connector/API version changes, deprecations) through sandbox → UAT →production.
  • Manage ALM (managed solutions, connection references, environment variables); coordinate freezes, change windows, and rollback plans.
  • Validate compatibility for Copilot features, plug-ins, extensions, and custom connectors before enablement.
Access & Governance
  • Provision and revoke access using Entra ID groups, PIM, and Power Platform Admin Center roles (Environment Maker, System Admin), Dataverse security roles, and Power BI workspace roles.
  • Create and enforce policies, connector exemptions, conditional access, and sensitivity labeling; document approvals and break-glass procedures.
  • Maintain least-privilege RBAC and audit trails aligned to compliance requirements.
Platform Operations & Reliability
  • Own telemetry/observability (Power Platform Admin Center analytics, Log 
  • Create runbooks and SOPs; automate recurring fixes (e.g., flow restart, orphaned connections, capacity cleanup).
  • Capacity & quota management (Dataverse, API limits, Power Platform request limits, Power BI capacity).
Copilot Enablement
  • Configure/enable/disable Copilot for Microsoft 365 features and relevant policies; coordinate with Security and Compliance for data scope.
  • Support Copilot Studio (bot lifecycle), plugins/graph/connector configurations, safe rollout, and guardrails.
  • Partner with product owners to measure adoption and user satisfaction; drive enhancements.
Security & Compliance
  • Work with Security on data residency, retention, eDiscovery, auditing, and incident response.
  • Remediate DLP violations and shadow-IT connectors; manage exception workflows.
  • Participate in risk reviews and periodic access recertifications.
Customer & Community Support
  • Provide advanced support to makers and business teams; coach on best practices and performance.
  • Curate knowledge base, FAQs, and self-service diagnostics; run office hours.
Required Qualifications
  • 6–10+ years in enterprise platform support or SRE/operations; 3+ years hands- on with Power Platform and M365 administration.
  • Expert in Power Platform Admin Center, Dataverse, ALM/solutions, policies, and environment strategy.
  • Strong Entra ID (Azure AD) and RBAC knowledge; experience with Conditional Access and PIM.
  • Proven incident/problem/change management (ITIL) with ownership of P1/P2s, RCAs, and preventive actions.
  • Proficient with ServiceNow/Jira, Azure DevOps, Log Analytics/KQL, Application Insights, and Power Platform analytics.
  • Solid understanding of Copilot for Microsoft 365 enablement, feature governance, and data access considerations.
Preferred Qualifications
  • Experience with Copilot Studio (bots), custom connectors, API policies, and plugin/extension governance.
  • Familiarity with Microsoft Purview (DLP/Sensitivity labels/eDiscovery) and Defender for Cloud Apps.
  • Power BI service admin exposure (capacity/workspace governance).
  • Scripting/automation (PowerShell, Power Platform CLI, Graph).
  • Certifications: PL-200, PL-400, PL-600, MS-102, SC-900 (or equivalents).

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