Enterprise Copilot Engineer

Role: Enterprise Copilot Engineer Level: Senior Associate Tower: AI Operations & Platform Support (AI Managed Services) Experience: 5.5-10 years Key Skills: Microsoft 365 Copilot; M365 Administration; Identity & Access; L2/L3 Support; Troubleshooting; Change Management; Adoption/Usage Analytics Educational Qualification: Bachelor’s degree in Computer Science/IT or relevant field (Master’s or relevant certifications preferred) Work Location: Bangalore / Hyderabad Job Description As an AC - Senior Enterprise Copilot Engineer, you will deliver L2/L3 support and enablement for Microsoft 365 Copilot users and administrators. You will support tenant and access configuration, troubleshoot Copilot issues, maintain knowledge assets, contribute to adoption insights, and coordinate operational readiness for Copilot-related changes to ensure a stable, secure, and effective user experience. Key Responsibilities: 1.Copilot Administration & Configuration: Support Microsoft 365 Copilot configuration and operational administration aligned to client standards, policies, and access controls. Assist with tenant-level settings, licensing/enablement workflows, and configuration validation for supported Copilot experiences. 2.L2/L3 Support, Troubleshooting & Ticket Resolution: Resolve Copilot-related incidents and service requests; perform structured troubleshooting and determine appropriate remediation steps. Identify root causes for recurring user issues and coordinate resolution with product/platform owners and vendors as needed. Provide clear, timely technical updates and user communications through the agreed ITSM process and service channels. 3.Identity, Access & Security Alignment: Support identity and access-related troubleshooting impacting Copilot usage, working within least-privilege and security controls. Ensure operational tasks and changes adhere to applicable security, privacy, and compliance requirements and approvals. Partner with security/compliance stakeholders to address policy-driven access issues and operational controls for Copilot. 4.Knowledge Management & Runbooks: Create and maintain knowledge articles, troubleshooting guides, and runbooks for common Copilot support scenarios. Standardize diagnostic steps and resolution patterns to improve first-time fix rate and reduce time to restore. 5.Enablement & User Support Readiness: Support user/admin enablement by curating FAQs, guidance, and support materials for common Copilot workflows and limitations. Identify knowledge gaps and recommend targeted enablement updates that reduce repeat issues and improve user outcomes. 6.Change Management & Operational Readiness: Support operational readiness for Copilot-related changes by updating documentation, validating support procedures, and coordinating communications. Participate in change execution and post-change verification to confirm expected behavior, access, and user experience outcomes. 7.Adoption Insights & Continuous Improvement: Contribute to adoption and usage insights by identifying trends from tickets, feedback, and service data to inform improvements. Recommend improvements to support workflows, knowledge assets, and configurations that enhance stability and user satisfaction. 8.Stakeholder & Service Desk Collaboration: Partner with the client Service Desk and key stakeholders to ensure seamless intake, triage, escalation, and resolution for Copilot issues. Coordinate cross-functionally with platform teams to resolve complex issues and ensure shared understanding of support boundaries. 9.Service Reporting & Governance Support: Provide inputs to service reporting on ticket trends, common issues, backlog items, and improvement opportunities for Copilot support. Support governance forums by preparing clear status, risks/issues, and action updates related to Copilot operations. 10.Quality, Controls & Operational Discipline: Follow defined operational processes (incident, request, change) and maintain high-quality ticket hygiene and documentation discipline. Promote consistent execution standards and proactively raise operational risks, control gaps, or user-impacting issues for timely action. Required Skills: Experience administering and supporting Microsoft 365 services in an enterprise environment, including hands-on troubleshooting and user support. Strong understanding of identity and access concepts and experience supporting access/configuration issues that impact productivity tooling. Experience working in an ITIL-aligned support model (incident, request, change) and maintaining runbooks/knowledge articles. Strong written and verbal communication skills, including the ability to translate technical issues into clear user and stakeholder updates. Preferred: experience with enterprise ITSM and monitoring tools (e.g., client ITSM and operational tooling; ServiceNow), Microsoft 365 admin tooling, and Copilot-related administration. Microsoft certifications are desirable. AWS certifications are highly preferred. Managed Services- AI Services At PwC, we relentlessly focus on working with our clients to bring the power of technology and humans together and create simple yet powerful solutions. We imagine a day when our clients can simply focus on their business, knowing that they have a trusted partner for their IT needs. Every day, we are motivated and passionate about making our clients better. Within our Managed Services platform, PwC delivers integrated services and solutions that are grounded in deep industry experience and powered by the talent that you would expect from the PwC brand. The PwC Managed Services platform delivers scalable solutions that add more excellent value to our client’s enterprise through technology and human-enabled experiences. Our team of highly skilled and trained global professionals, combined with the latest advancements in technology and process, allows us to provide effective and efficient outcomes. With PwC’s Managed Services, our clients can focus on accelerating their priorities, including optimizing operations and accelerating outcomes. PwC brings a consultative first approach to operations, leveraging our deep industry insights, world-class talent, and assets to enable transformational journeys that drive sustained client outcomes. Our clients need flexible access to world-class business and technology capabilities that keep pace with today’s dynamic business environment. Within our global Managed Services platform, we provide AI Managed Services where we focus more so on the evolution of our clients’ AI portfolio. Our focus is to empower our clients to navigate and capture the value of their application portfolio while cost-effectively operating and protecting their solutions. We do this so that our clients can focus on what matters most to your business: accelerating dynamic, efficient and cost-effective growth. As a member of our AI Managed Service team, we are looking for candidates who thrive working in a high-paced work environment capable of working on a mix of critical Application Evolution Service offerings and engagement, including help desk support, enhancement and optimization work, as well as strategic roadmap and advisory level work. It will also be critical to lend experience and effort in helping win and support customer engagements from not only a technical perspective, but also a relationship perspective.

Apply Now