Microsoft 365 Copilot Subject Matter Expert; SME

We are seeking an experienced Microsoft 365 Copilot Subject Matter Expert (SME) to provide advanced 3rd/4th Line operational support across the client's M365 tenant. This role will play a critical part in incident resolution, complex troubleshooting, and large-scale configuration and deployment activities, ensuring stability, security, and optimal use of M365 Copilot services across the organisation.

• Provide 3rd/4th Line support for complex Microsoft 365 Copilot incidents and multi-user escalations.
• Triage and resolve issues related to Copilot usage, access errors, permissions, and unexpected outputs.
• Perform deep root cause analysis across:
  • Microsoft 365 Admin Centre
  • Entra  (Azure AD)
  • Conditional Access policies
  • SharePoint & One Drive permissions
  • Microsoft Teams
  • Group Policy Objects (GPOs)
  • End-user experience and performance tools (eg Aternity)
• Implement configuration, policy, and security changes as part of incident and problem resolution.
• Support mass deployments and tenant-wide changes with minimal business disruption.

• Leverage monitoring and observability tools to proactively identify and respond to service degradation.
• Demonstrate strong working knowledge of tools such as:
  • Thousand Eyes
  • Downdetector
• Correlate monitoring data with Microsoft service health and tenant-level telemetry.

• 5-8+ years of hands‑on experience supporting Microsoft 365 at enterprise scale.
• Strong expertise in:
  • Microsoft 365 Copilot
  • SharePoint & One Drive permissions models
  • Entra  (Azure AD)
  • Conditional Access policies
• Proven experience operating within regulated environments.
• Ability to produce audit‑ready documentation and operational artifacts.
• Strong troubleshooting mindset with excellent stakeholder communication skills.

• Experience supporting large-scale Copilot deployments (free and/or M365 Copilot), ideally within the financial services sector.
• Proficiency with:
  • Power Shell
  • Microsoft Graph API (for troubleshooting, reporting, and automation)
• Experience delivering Copilot knowledge‑sharing or enablement sessions to M365 application owners and technical teams.

• Opportunity to work on cutting‑edge Microsoft Copilot implementations at enterprise scale.
• High‑impact role within a complex, regulated environment.
• Collaborative hybrid working model with a strong technical peer group.