Key Focus & Mandatory Skills (Must have these skills on their resumes):

1. Microsoft Copilot Studio 365

2. Agentic AI Development (Experience or knowledge in building AI agents or working with AI-driven automation tools).

3. Prior working experience with Microsoft technologies (e.g., Azure, Microsoft 365, or related platforms).

4. Hands-on experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, etc.).

 

• We are seeking a dynamic and detail-oriented professional with prior experience in Microsoft technologies and strong communication skills to join our team. The ideal candidate will have hands-on experience in building and supporting AI agents, along with a customer-focused mindset to manage day-to-day interactions, ensure SLA compliance, and drive operational efficiency.
• This role involves working on enterprise security and identity platforms, including MPD/SSD, YubiKey, Cloud MFA, inventory, and related technologies.

 

Key Responsibilities:

 

• Interact with customers on a daily basis to provide technical support and ensure high customer satisfaction.
• Monitor and meet defined SLAs for incident resolution and service requests.
• Work with ticketing tools to log, track, and resolve issues efficiently.
• Analyze incidents, classify root causes, and contribute to continuous improvement.
• Automate tasks using Copilot AI agents.
• Using IcM API's, create partial/full automation for process workflows.
• Work on IcM automation, such as:
• Incident detection and alerting automation, Runbook automation, incident classification and prioritization.
• Create inventory management using automation and AI agents.
• Prepare regular reports on performance metrics, incident trends, and SLA adherence using Power BI.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Collaborate with cross-functional teams to enhance service delivery and operational efficiency.
• Work on security and authentication technologies such as MPD/SSD, YubiKey, and Cloud MFA.

 

 Required Skills & Qualifications:

 

• Prior working experience with Microsoft technologies (e.g., Azure, Microsoft 365, or related platforms).
• Strong communication skills (verbal and written) with the ability to handle customer interactions effectively.
• Experience or knowledge in building AI agents or working with AI-driven automation tools.
• Hands-on experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, etc.).
• Good analytical and problem-solving skills with a focus on root cause analysis.
• Ability to work in a fast-paced environment and maintain high efficiency.
• Experience in incident management and SLA-driven support environments.

 

Preferred Qualifications:

 

• Exposure to identity and access management tools (YubiKey, MFA solutions, etc.).
• Familiarity with cloud environments and security frameworks.
• Experience in report generation and performance tracking.
• Understanding enterprise support processes and documentation standards.

 

 Key Competencies:

 

• Customer-centric approach.
• Strong communication and interpersonal skills.
• High level of efficiency and ownership.
• Attention to detail.
• Ability to multitask and prioritize effectively.