[Hiring] Sr. Managed Services Engineer - AI & Copilot @SHI International Corp.

Role Description

This Sr. Managed Services Engineer - AI & CoPilot is responsible for supporting, designing, building, managing, and configuring solutions within customers’ managed platforms or services under SHI’s management. The engineer aims to achieve optimal system performance across all supported platforms.

• Design, build, and support a wide range of solutions using platform services for both internal and customer purposes.
• Manage and configure platform infrastructures, applications, and collaboration tools.
• Lead and contribute to MSP projects, collaborating with internal/external customers to ensure timely delivery and alignment with business objectives.
• Lead and contribute to service improvement initiatives, collaborating with internal/external customers to ensure timely delivery and alignment with business objectives.
• Engage directly with customers through status updates, change requests, meetings, incident responses, and projects, while understanding their needs and success criteria.
• Monitor and diagnose performance issues to ensure optimal system performance.
• Optimize existing environments and standardize processes by developing and maintaining standard operating procedures (SOPs).
• Track time and document work in SHI’s PSA system, submitting weekly timesheets.
• Align with leadership and organizational initiatives.
• Participate in required audits and compliance activities.
• Assist with SOW scoping and development on a per-request basis.
• Provide assistance to lower tiers when needed based on resource constraints.
• Mentor and train lower tier engineering employees and service desk employees.
• Serve as an escalation point for complex incidents and drive technical direction during customer-facing engagements.

Technology Pillar Focus - AI & Copilot

• Deliver Microsoft Copilot readiness and enablement (identity, data, security, governance, licensing, and adoption).
• Design and operationalize Azure OpenAI and applied AI solutions (prompting, embeddings, RAG patterns, evaluation).
• Build and maintain Copilot Studio solutions, integrations, and automation workflows.
• Implement AI governance, logging/monitoring, and security controls aligned to Responsible AI principles.

Qualifications

• Microsoft Copilot (M365 Copilot), Copilot Studio, and related Microsoft extensibility patterns.
• Azure OpenAI (models, embeddings, content filters, deployments), and RAG architectures.
• Azure core services (identity, networking, storage, compute) supporting AI solutions.
• Automation/scripting: Python and/or PowerShell; version control (Git/Azure DevOps).
• Strong analytical and research skills.
• Excellent troubleshooting skills with the ability to diagnose complex problems.
• Strong technical writing and communication skills for technical and non-technical audiences.
• Ability to multitask and prioritize tasks effectively, delivering results within agreed deadlines.
• Strong sense of ownership and accountability; dependable follow-through.
• Ability to collaborate in a team-oriented environment and support shared success.
• Natural curiosity and drive to learn and explore new concepts and technologies.
• Ability to be adaptable and thrive in a dynamic and evolving work environment.
• Commitment to delivering exceptional service and world-class support to customers.

Requirements

• Bachelor's degree in a relevant field, equivalent practical experience, or 6-10+ years of relevant work experience (preferably in a managed services environment).
• Demonstrated experience leading technical delivery, mentoring engineers, and owning outcomes in customer environments.
• Experience working with version control systems (such as Git, Azure DevOps).
• Travel by air for up to 10% annually for customer meetings, events, and/or office collaboration.
• This position may require overtime and holiday work when business needs demand it.
• Participation in a rotating on-call schedule to provide after-hours/holiday support for escalations.
• Maintain required utilization levels as set quarterly by leadership (may change quarterly to align with business needs).

Certifications

• Microsoft Certified: Azure AI Engineer Associate (or ability to obtain within 6 months).
• Relevant Microsoft Copilot training/certification (as available) (or ability to obtain within 6 months).
• ITIL v3+ (or ability to obtain within 6 months).

Benefits

• Medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity

M/F/Disability/Protected Veteran Status