M365 Copilot SME

Description

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
o Triage and resolve complex M365 escalations / Multi User Incidents (usage, access errors, unexpected results).
o Root cause analysis across M365 Admin Centre, Entra, Conditional Access, SharePoint/OneDrive permissions, Teams, Group Policy Objects, Aternity etc
• Observability and Monitoring
o 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.
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