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.