Copilot Studio AI Services L3 Engineer

Greetings!

Hiring for TCS client !

Copilot Studio / AI Services L3 Engineer

Experience: 8+ Years

Location : Remote

Role Overview

We are looking for an experienced Copilot Studio / AI Services L3 Engineer to provide advanced production support, administration, troubleshooting, and controlled enhancement of customer-owned Microsoft Copilot Studio agents and related AI services.

The role will be responsible for the end-to-end operational support of Copilot Studio environments, including agent lifecycle management, knowledge grounding, integrations, authentication, monitoring, governance, security, change management, and production support.

The successful candidate will work closely with customer L4/architecture teams, cybersecurity, application teams, service desk, quality teams, and third-party vendors while maintaining operational ownership of the assigned service.

Key Responsibilities

Copilot Studio & AI Services

• Provide L3 operational support for Microsoft Copilot Studio environments and production agents.
• Manage agent configuration, topics, actions, channels, connectors, authentication, and lifecycle activities.
• Support agent deployments across development, test, UAT, and production environments.
• Perform controlled enhancements and configuration changes in accordance with approved architecture and change-management processes.
• Troubleshoot Copilot Studio orchestration, agent behavior, authentication, connector, channel, and platform-related issues.
• Coordinate complex platform issues and escalations with Microsoft support where required.

Knowledge & AI Grounding

• Manage onboarding, curation, access alignment, versioning, and quality controls for agent knowledge sources.
• Ensure knowledge sources are accessed and used in accordance with customer permissions and security policies.
• Support grounding and retrieval quality improvements.
• Analyze agent responses and user feedback to identify knowledge gaps and quality issues.
• Maintain evaluation datasets, test cases, acceptance criteria, and release evidence.

Power Platform & Integrations

• Develop, configure, and support integrations using:

• Power Automate

• Dataverse

• Microsoft Teams

• Microsoft Graph

• APIs

• Connectors

• Customer-approved external channels

• Troubleshoot end-to-end integration issues across application, API, identity, network, and platform layers.

• Support authentication and authorization mechanisms including Microsoft Entra ID and other enterprise identity controls.

• Ensure integrations follow customer security, governance, and architecture standards.

ALM, Release & Environment Management

• Support Power Platform environment strategy, configuration, and lifecycle management.
• Manage controlled movement of solutions and agent changes across environments.
• Support ALM pipelines, release processes, version control, testing, validation, and rollback activities.
• Prepare implementation plans, test evidence, deployment documentation, and rollback plans.
• Ensure production changes are executed through formal ITSM and change-control processes.

Monitoring & Service Operations

• Monitor Copilot and AI service performance, availability, latency, failures, containment, escalations, and user experience.
• Analyze conversation analytics and operational trends to identify recurring issues and improvement opportunities.
• Perform proactive service health checks, capacity reviews, and performance assessments.
• Drive corrective and preventive actions for recurring incidents.
• Monitor vulnerabilities and coordinate remediation activities.
• Produce operational dashboards and service performance reports.

ITSM & L3 Support

• Own and resolve complex L3 incidents related to Copilot Studio and associated AI services.
• Conduct detailed troubleshooting and root-cause analysis for major and recurring incidents.
• Create and maintain Problem Records and drive permanent corrective actions.
• Participate in major-incident technical bridges and provide expert technical support.
• Plan and execute approved changes, releases, upgrades, and minor enhancements.
• Follow ITIL-based Incident, Problem, Change, Release, Configuration, and Knowledge Management processes.
• Maintain accurate configuration records, runbooks, SOPs, knowledge articles, and support documentation.

AI Governance, Security & Compliance

• Apply enterprise AI governance, responsible-AI, data-protection, security, and DLP requirements.
• Ensure Copilot Studio solutions comply with customer security and privacy policies.
• Support security reviews, risk assessments, access controls, and audit requirements.
• Maintain appropriate release, testing, validation, and audit evidence.
• Support GxP-relevant AI and automation use cases only through approved classification, validation, and audit processes.
• Understand segregation of duties, audit trails, data privacy, and controlled validation requirements in regulated environments.

Continual Improvement & Leadership

• Identify opportunities to improve reliability, automation, security, user experience, and operational efficiency.
• Drive service improvement initiatives within agreed BAU capacity.
• Mentor L1/L2 support engineers and conduct technical knowledge-transfer sessions.
• Improve shift-left capabilities by creating reusable troubleshooting guides, knowledge articles, and automation.
• Coordinate with customer L4/architecture teams, cybersecurity, quality, application teams, service desk, and external vendors.
• Provide technical leadership and ensure effective stakeholder communication.