Senior AI Operations Engineer

AXIS (AXIS Capital)•Halifax, NS

22h•$87,000 - $115,000•Hybrid

About The Position

This role plays a critical part in advancing the organization’s Copilot Premium capabilities by supporting enterprise readiness, enabling secure and effective usage, and driving continuous improvement across the platform. The incumbent will act as a key technical resource, partnering with stakeholders across IT and the business to ensure Copilot operates effectively, aligns to governance standards, and delivers business value.

Requirements

Proven experience (2+ years) supporting Microsoft 365 technologies, including hands-on experience with Copilot Premium or equivalent AI-driven platforms.
Strong understanding of how Copilot integrates with SharePoint Online, OneDrive, Exchange, Microsoft Search, and related services.
Demonstrated ability to independently analyze and resolve complex technical issues, including those involving data access, permissions, and platform behavior.
Experience performing root cause analysis across multiple domains (data, identity, configuration) and recommending improvements.
Ability to manage and prioritize multiple issues or projects, working effectively with limited supervision.
Working knowledge of security, compliance, and governance controls, including sensitivity labels, retention, and access management.
Experience operating within an IT service management framework (e.g., ServiceNow), including incident, request, and problem management.
Strong communication skills, with the ability to work directly with stakeholders to understand issues and apply solutions.

Nice To Haves

3– 5 years of experience in IT support or platform operations.
Experience supporting enterprise-scale implementations of Microsoft 365 or similar platforms.
Demonstrated ability to identify process improvement opportunities and recommend changes that enhance service delivery.
Experience contributing to projects or initiatives with moderate scope and duration, including feature rollouts or system enhancements.
Ability to collaborate across technical domains and influence outcomes without direct authority.
Proven ability to produce clear, structured documentation and operational guidance.

Responsibilities

Serve as a primary technical resource for Microsoft Copilot Premium, independently handling complex operational issues and escalations while identifying patterns and recommending sustainable solutions.
Partner with SharePoint, Security, Identity, and Compliance teams to ensure Copilot readiness, including permissions design, content accessibility, and governance alignment.
Own and drive resolution of incidents and problems end-to-end, including root cause analysis, cross-team coordination, and implementation of corrective actions.
Support and enhance Copilot enablement processes, including onboarding, access management, and lifecycle activities, ensuring scalability and efficiency.
Analyze trends, usage data, and recurring issues to recommend process improvements and optimize platform performance.
Contribute to the implementation and stabilization of new Copilot features, assessing operational impact and recommending improvements to deployment approaches.
Act as a key point of contact for stakeholders, working with business and technical partners to understand needs, troubleshoot issues, and apply effective solutions.
Develop and maintain documentation, runbooks, and knowledge resources, ensuring consistency and operational excellence.
Provide guidance and knowledge sharing to L1/L2 teams and peers, supporting capability development across the function.