M365 Copilot SME – 3rd​/4th Line Support

We are hiring an experienced Microsoft 365 Copilot Subject Matter Expert (SME) to provide advanced 3rd and 4th Line operational support across the Microsoft 365 estate for our Client

This role sits within a large-scale, regulated environment and is ideal for a senior M365 specialist who thrives on complex troubleshooting, enterprise deployments, and high-impact support across a global tenant.

You will act as the technical escalation point for Microsoft 365 Copilot and core M365 services, handling major incidents, deep technical investigations, policy/configuration changes, and large-scale deployments. You’ll also play a key role in observability, reporting, and knowledge sharing across platform teams.

Incident & Problem Management

• Provide 3rd/4th Line support for M365 Copilot and related services
• Triage and resolve complex escalations and multi-user incidents (usage, access, performance, unexpected outcomes)
• Perform deep-dive troubleshooting and root cause analysis

Technical Troubleshooting Across

• Microsoft 365 Admin Centre
• Entra  & Conditional Access
• SharePoint / One Drive permissions
• Microsoft Teams
• Group Policy Objects
• Monitoring tools (e.g., Aternity)

Observability & Monitoring

• Leverage advanced monitoring/observability platforms such as Thousand Eyes and Downdetector
• Proactively identify trends, risks, and service degradation

Deployment & Enablement

• Support mass Copilot rollouts and configuration changes
• Create audit-ready documentation and operational artefacts
• Deliver Copilot knowledge sharing sessions to M365 Application Owners and support teams

• 5–8+ years supporting Microsoft 365 at enterprise scale
• Strong hands-on expertise with Microsoft Copilot
• SharePoint & One Drive permissions management
• Entra  & Conditional Access policies
• Experience in regulated or financial services environments
• Proven incident/problem management capability

• Large-scale Copilot deployments (enterprise or financial sector)
• Power Shell scripting
• Microsoft Graph API for troubleshooting/reporting
• Experience with monitoring tools (Thousand Eyes, Aternity, Downdetector)

• Work on cutting-edge Copilot enterprise adoption
• Exposure to complex, large-scale global environments