M365 Admin and Operations Support - SharePoint Online, Power Platform & Copilot Studio

M365 Admin and Operations Support – SharePoint Online, Power Platform & Copilot Studio

Experience Required: 10 Years

Roles and responsibilities:

The person will be responsible for M365 administration and operations support across SharePoint Online, Power Platform and Copilot Studio. The role requires hands-on operational support, incident and service request resolution, tenant and site administration, access and permissions support, Power Platform monitoring, Copilot Studio agent support, documentation, reporting and coordination with onsite/offshore teams for the M365 application support scope.

Key Accountabilities:

• Provide day-to-day M365 application operations support for SharePoint Online, Power Platform and Copilot Studio based services.

• Handle incidents, service requests, access/permission issues, configuration requests, user support/how-to requests and break-fix items within agreed SLAs.

• Administer SharePoint Online sites, hub sites, lists, libraries, pages, metadata, permissions, sharing settings, content types, search and site lifecycle activities.

• Support SharePoint migration and content movement activities, including site-to-site content migration, document/library validation, version history checks and post-migration support as applicable.

• Monitor and support Power Platform assets including Power Apps, Power Automate flows, connectors, approvals, form-based workflows, environment usage and operational issues.

• Provide operational support for Copilot Studio agents, including configuration checks, SharePoint knowledge source support, permission-aware access validation, publishing coordination and issue triage.

• Perform daily/weekly health checks, operational readiness checks, ticket queue monitoring, SLA tracking, backlog review, handover updates and shift-left knowledge capture.

• Troubleshoot issues related to SharePoint Online permissions, broken workflows, content access, list/library configuration, Power Automate failures, connector errors and Copilot Studio response/knowledge issues.

• Coordinate with business users, service desk, technical leads, Microsoft 365 administrators, security teams and application owners for issue resolution and escalations.

• Prepare and maintain SOPs, runbooks, system support guides, known error database, knowledge articles, operational dashboards and service reporting inputs.

• Support regression testing and validation for Microsoft 365 evergreen updates affecting SharePoint Online, Power Platform and Copilot Studio capabilities.

• Identify automation, self-help, FAQ and service catalog improvement opportunities to reduce recurring support tickets and improve end-user experience.

Experience required:

• Good communication skills with ability to interact with business users, service desk teams, technical leads, customer stakeholders and offshore support teams.

• Minimum 5-10 years of IT experience with hands-on Microsoft 365 administration and operations support experience.

• Good experience supporting SharePoint Online, Microsoft 365 collaboration sites, permissions, lists, libraries, metadata, search, pages and document management scenarios.

• Experience handling SharePoint Online incidents, service requests, access issues, migration support, content copy/move requests and end-user support queries.

• Working experience with Power Platform, including Power Apps, Power Automate, connectors, approvals, workflow troubleshooting and environment monitoring.

• Experience supporting Copilot Studio agents, SharePoint knowledge grounding, agent testing, publishing coordination or operational triage is preferred.

• Understanding of Microsoft 365 admin center, SharePoint admin center, Power Platform admin center and basic Entra ID user/group concepts.

• Experience with ticketing tools and ITIL processes such as incident, service request, problem, change, release and knowledge management.

• Experience preparing SOPs, runbooks, technical notes, operational reports, ticket analysis and knowledge articles.

• Basic understanding of Microsoft 365 security, compliance, sensitivity labels, DLP, sharing controls and permission-based access is preferred.

• Ability to work in an operations support model, follow runbooks, coordinate escalations, document RCA findings and support continuous service improvement.

Technical Skills:

• Microsoft 365 administration, SharePoint Online administration, Microsoft 365 admin center and SharePoint admin center.

• SharePoint Online sites, hub sites, lists, libraries, metadata, content types, permissions, external sharing, search, pages and document management.

• Power Platform operations: Power Apps, Power Automate, connectors, approvals, forms, flow monitoring, run history analysis and basic environment administration.

• Copilot Studio operations: agent configuration awareness, SharePoint knowledge sources, authentication/permission validation, publishing support and issue troubleshooting.

• Microsoft 365 Copilot / agents awareness, self-help automation, FAQ support patterns and knowledge source governance concepts.

• PnP PowerShell, SharePoint Online Management Shell, Power Platform CLI or PowerShell scripting awareness for operational support is preferred.

• Microsoft Graph API and REST API awareness for troubleshooting and integration coordination is preferred.

• Microsoft 365 security and compliance awareness: permissions, sensitivity labels, data loss prevention, audit support and access governance.

• ITIL based incident, problem, service request, change, release, knowledge management and SLA reporting.

• ServiceNow/Jira/Azure DevOps ticketing or work management tools, operational dashboards, runbooks and SOP documentation.