Job Description:

Thomson Reuters is looking for a Senior Workplace Engineer with deep expertise in Microsoft 365, enterprise AI productivity tools, and automation. You'll work hands-on where M365, Copilot, identity, endpoint management, and AI-enabled support meet.
In this role, you'll provide third-line support and engineering for our internal Microsoft 365 and AI productivity tools. You'll be the senior escalation point for complex M365 and Copilot issues and own each incident from investigation through to a permanent fix. You'll also spot recurring support patterns and turn them into automation, self-service tools, and engineered solutions. The goal is less repetitive work, faster resolution, more reliable services, and a better experience for employees.

Key Responsibilities:

• Act as the senior escalation point for Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and the wider M365 admin tools.
• Handle support, configuration, troubleshooting, and lifecycle management for Microsoft Copilot and other internal AI tools.
• Diagnose and fix identity, licensing,



policy, and integration issues across M365 and AI services.
• Resolve complex escalations that span multiple services, working independently at the third-line level.
• Give technical guidance to L1 and L2 support teams.
• Find the root cause of recurring incidents and drive them to a permanent fix instead of handing them off.
• Keep knowledge articles, runbooks, and support documentation up to date so L1 and L2 can solve more on their own.
• Build automation with PowerShell, Microsoft Graph, Power Platform, and similar tools to remove repetitive work and keep configurations consistent.
• Design and deliver AI-enabled support and self-service tools that reduce ticket volume and speed up resolution.
• Turn recurring incident patterns into permanent engineered fixes.
• Work across endpoint management, including Intune-managed devices and contemporary management, wherever it overlaps with M365

📌 Senior Workplace Engineer, Employee Technology Services Hyderabad
🏢 Thomson Reuters
📍 Hyderabad