M365 Copilot SME

Provide 3rd/4th Line Operational Support for M365 Copilot across HSBC's tenant. Providing incident response via complex troubleshooting, policy/configuration changes and mass deployments throughout the organisation.

Key Responsibilities

• Incident & Problem Management
• Triage and resolve complex M365 escalations / Multi User Incidents (usage, access errors, unexpected results).
• Root cause analysis across M365 Admin Centre, Entra, Conditional Access, SharePoint/OneDrive permissions, Teams, Group Policy Objects, Aternity etc.
• Observability and Monitoring
• Advanced understanding of monitoring and observability tools such as Thousand Eyes and Downdetector.

Required Qualifications

• 5-8+ years in Microsoft 365 support at enterprise scale.
• Strong skills in Microsoft Copilot, SharePoint/OneDrive permissions, Entra ID, Conditional Access.
• Experience working within regulated environments and producing audit-ready artifacts.

Preferred

• Exposure to large scale Copilot deployments (free/M365) in the financial sector.
• Proficiency with PowerShell and Graph API for troubleshooting and reporting.
• Provide CoPilot knowledge sharing sessions to fellow M365 Application owners.

Mandatory Skills: Microsoft Teams Voice .