Copilot Engineer (M365 Copilot & Copilot Studio)

1. MAIN PURPOSE

Support and operate Orbia’s Microsoft 365 Copilot and Copilot Studio capabilities, ensuring reliable day-to-day service, fast issue resolution, and continuous improvement for business users and citizen developers.

This is an operational role focused on user support, incident and service-request resolution (L2/L3), and bringing new Copilot features, capabilities, and enhancements into Orbia.

Working under the Power Platform & Copilot Studio Architect and delivered through the GCC Pune core, the Copilot Engineer keeps the Copilot estate healthy, secure, and adopted, helping users and makers get value from M365 Copilot and Copilot Studio agents.

2. KEY RESPONSIBILITIES The Copilot Engineer will be responsible for:

User Support & Issue Resolution (L2 / L3)

- Provide L2/L3 support for Microsoft 365 Copilot and Copilot Studio, resolving incidents and service requests within SLA
- Troubleshoot and resolve issues with Copilot agents, prompts, connectors, and M365 Copilot experiences
- Act as an escalation point for the service desk and citizen developers on Copilot topics
- Document root causes, known errors, and solutions in the knowledge base

Copilot Studio Agents — Build & Enhancement

- Support the build, testing, and deployment of Copilot Studio agents alongside makers and the Architect
- Configure topics, actions, connectors, and knowledge sources for agents
- Implement enhancements and new capabilities as Copilot features evolve
- Monitor agent performance, usage, and quality; tune and improve over time

New Features, Capabilities & Enablement

- Track the Microsoft 365 Copilot and Copilot Studio roadmap; test and bring new features and capabilities into Orbia




- Pilot and roll out enhancements, templates, and reusable components
- Support onboarding, training, and adoption for business users and citizen developers
- Maintain onboarding guides, FAQs, and knowledge-base content

Governance, Security & Compliance

- Apply the setting, access, and DLP guardrails defined by the Architect
- Ensure Copilot agents and M365 Copilot usage follow Orbia security, data, and AI governance standards
- Support responsible and secure publishing of agents to production

Operations & Reporting

- Support release, change, and configuration management for the Copilot estate
- Track and report on tickets, usage, adoption, and service health
- Follow GCC Pune pod ways of working for run and support

Collaboration

- Work closely with the Power Platform & Copilot Studio Architect, the Power Platform Engineer, Microsoft 365 / Digital Workplace, and Security & Compliance teams, and with business users and makers
- Coordinate with Microsoft and implementation partners on issues and new capabilities

3. COMPLEXITY OF THE JOB

Moderate-to-high complexity due to:

- Rapidly evolving Microsoft 365 Copilot and Copilot Studio technology and frequent feature releases
- Supporting a broad, non-technical user and citizen-developer community
- Balancing fast issue resolution with governance, security, and data-protection requirements




- Operating across many business groups and use cases within a global delivery model (GCC)

7. EDUCATION, EXPERIENCE, LANGUAGE, & PHYSICAL REQUIREMENTS

Academic Level: Bachelor's or Master's degree in IT, Computer Science, Engineering, or a related field.

Language: English — written and verbal proficiency.

Knowledge / Experience

- 4–8 years in IT, with hands-on experience supporting Microsoft 365 and/or Copilot technologies
- Experience with Microsoft 365 Copilot and Copilot Studio (agents, topics, connectors, knowledge sources)
- L2/L3 support experience — incident, request, and problem management within SLAs
- Working knowledge of Power Platform, Dataverse, and M365 (Teams, SharePoint, Outlook) integration
- Understanding of environment, access, and DLP governance for Copilot / Power Platform
- Familiarity with ITIL-based support processes and ticketing tools
- Experience operating within a global delivery model (GCC) and an international environment
- Microsoft certifications desirable: MS-102, PL-200, AI-102

Skills

- Strong troubleshooting and problem-solving skills
- Customer / user-support orientation with clear communication
- Ability to prioritize and resolve issues under SLA pressure
- Security and data-protection awareness
- Experience working in an international environment at a global company with cross-functional teams and business stakeholders
- Excellent communication skills in English, both verbally and in writing
- Capabilities to build trustworthy relationships with business users, platform teams, security, and partners
- Self-starter, collaborative, and result-oriented with a continuous-improvement mindset

📌 Copilot Engineer (Pune)
🏢 Orbia Pune
📍 Pune