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 setting 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, setting 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 (Workplace 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

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