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 .
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