M365 Copilot Tech Lead

M365 Copilot Tech Lead

Job Description

• 8+ years of overall experience in enterprise technology, support operations, service management, or digital transformation.
• 3+ years of experience in AI, Generative AI, Copilot, Agentic AI, or intelligent automation solutions.
• Experience conducting assessments, operational reviews, and maturity assessments.
• Experience developing recommendations, transformation roadmaps, and implementation plans.
• Experience designing and implementing AI-powered support solutions within enterprise environments.
• Experience working with knowledge management platforms, enterprise search technologies, and support tooling ecosystems.
• Experience defining future-state operating models, governance frameworks, and service management practices.
  
  
  Key Responsibilities

Assessment & Discovery

• Assess Production Support organizations end-to-end.
• Evaluate current-state support processes, governance, reporting, knowledge management, and team capability.
• Identify gaps, risks, bottlenecks, inefficiencies, and improvement opportunities.
• Conduct stakeholder interviews, workshops, and discovery sessions.

AI Opportunity Identification

• Identify and prioritize AI use cases across support operations.
• Evaluate feasibility, business value, implementation complexity, and expected outcomes.
• Translate assessment findings into practical AI-enabled recommendations.

Solution Architecture & Design

• Design AI-assisted support operating models.
• Define AI-enabled future-state processes and governance models.
• Design intelligent support capabilities utilizing Copilot, AI agents, and enterprise knowledge assets.

AI Implementation

• Implement Microsoft Copilot and Copilot Studio solutions.
• Build AI agents and copilots integrated with enterprise systems and operational data.
• Develop RAG-powered knowledge retrieval solutions.
• Implement intelligent triage, categorization, routing, and recommendation capabilities.

Knowledge & Automation Enablement

• Develop AI-driven knowledge search and retrieval capabilities.
• Automate support communications, RCA documentation, knowledge article creation, and handover generation.
• Enable operational reporting, analytics, and AI-powered insights.

Transformation & Governance

• Define AI adoption and implementation roadmaps.
• Establish governance frameworks and success measures.
• Support deployment, adoption, change management, and continuous improvement initiatives.
• Define KPIs, reporting frameworks, dashboards, and measurement approaches.

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Areas of responsibility

Gathering of requirements-Participate in gathering requirements for specific modules and ensure clear, structured documentation. Work across multiple business processes to capture linkages, dependencies, and required changes.

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Solution Design-Facilitate creation of application solution designs for a specific module under the guidance of the Project Manager, ensuring alignment with business requirements and technical standards.

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Coding and Configuration-"Review the developed codes, resolve technical queries of the team for the assigned module and create consistent replication patterns, to ensure that the developed code aligns with the project standards.Collaborate with project managers through all phases of software development life cycle."

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Perform root-cause analysis to identify and troubleshoot recurring technical issues. Modify software codes to resolve errors, adapt to new hardware and software, enhance performance, and upgrade interfaces."

Implementation-"Collaborate with technical teams to validate configurations, facilitate integration of new applications, and address dependencies during deployment. Prepare user training documents and related frameworks to ensure smooth adoption new applications and minimize transition risks."