Support Flex Engineer (AIOC)

Responsibilities

• Governance & Performance Monitoring: Oversee the health of the CoPilot program using the various Microsoft Copilot governance toolkits (Control Centre, Studio Kit, Viva Insights) . Identify "noisy" or inefficient agents and re-engineer them to minimize API consumption and environment overhead
• PL-400 Technical Remediation: Apply developer-level expertise to debug and resolve issues within Copilot Studio, Power Automate and Azure Cloud apps . Ensure all remediations align with best practices for security, scalability, and performance.
• Complex Logic & Integration Fixes: Troubleshoot and refactor advanced Power Automate cloud flows and desktop automations, specifically addressing issues with JSON parsing, API authentication (OAuth), and complex OData filtering that fall outside the scope of L2 support.
• Advanced Data & API Engineering: Design and execute complex SQL scripts and Dataverse Web API queries to remediate data corruption, optimize slow-running processes, and ensure data integrity across integrated enterprise systems.
• Strategic Knowledge Leadership: Author high-level technical documentation and "Gold Standard" runbooks. Mentor L1/L2 teams by translating complex technical resolutions into searchable knowledge base articles to reduce future escalation rates.
• Adherence to Procedures: Strictly follow established operational procedures, security policies, and incident management protocols.

Requirements

• Overall experience of 3-4 years in an IT support, helpdesk, or technical operations role
• Minimum of 2 years of hands-on exposure to or involvement with M365 Copilot and Microsoft Power Platform (Power Automate, Power Apps)
• Proven understanding of AI and Azure Cloud platform concepts and tools
• Proven experience developing and maintaining Microsoft Power Platform, particularly Power Automate flows
• Basic knowledge of SQL, including the ability to run pre-defined queries and understand basic database structures
• Proficiency in using incident management tools (e.g., ServiceNow, Jira Service Management)
• Comfortable with monitoring tools and interpreting dashboards
• Basic understanding of IT infrastructure and network concepts
• Effective communicator - Excellent writing and verbal communication skills
• Problem-solving - proven experience dealin

Benefits

Additional Information

WPP is the trusted growth partner for the world's leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company - powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We have been building the world's most valuable brands for 50 years and have global reach across 100+ markets, with deep local expertise. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. For more information, visit WPP.com. Why we're hiring: You will play a crucial role in solution delivery and day-to-day technology management of the global enterprise automation and AI program. Reporting to the Support & Ops Manager and supporting AI product, platform and delivery teams worldwide, you will ensure our AI projects are well managed and supported to deliver quantifiable returns. Our team is chartered to develop and deliver custom AI products and enhance global cloud apps products or AI projects delivered by other delivery teams from around our global firm. Our support apparatus gives those teams confidence and freedom to hand over their existing successes and continue innovating. Are you a proactive and detail-oriented individual with a passion for technology and a strong desire to learn and grow in the field of automation & AI? We are looking for a L2/L3 Automation Support Engineer to join our dynamic team. You'll be responsible for the monitoring, triage, and resolution of incidents for our Power Platform and M365 Copilot solutions. You'll gain invaluable hands-on experience, working with cutting-edge technologies and collaborating with experienced engineers to ensure our global automation processes run smoothly.

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