[Hiring] Operations Engineer - AI @Cloud Raptor

Role Description

The role also manages version upgrade testing and is responsible for the administration, licensing, access management, and ongoing support of AI platforms, working closely with the AI Solution Architect and AI Solution Engineers to keep the Applied AI ecosystem secure, stable, and well maintained.

Key Responsibilities:

• AI Platform Vulnerability Management
  • Plan, manage, and execute patching and remediation activities across Applied AI product suite (Microsoft 365 Copilot, Copilot Studio, Nomic).
  • Ensure clear prioritisation based on risk, exploitability, age of vulnerabilities, and business impact.
  • Ensure timely deployment of patches and vulnerability remediation across AI platform environments.
  • Track and report full vulnerability lifecycle (identification → remediation → validation → closure).
  • Validate fixes and capture remediation evidence to meet audit and security requirements.
  • Serve as the primary point of contact for patching and vulnerability remediation across AI platforms.
  • Engage with the AI Solution Architect, AI Solution Engineer, Security, and Infrastructure teams.
  • Drive agreement on remediation approach, timelines, and outage planning.
  • Identify opportunities for standardisation and use automation where available to perform remediation tasks.
  • Develop and maintain automation scripts and tooling for patch deployment and remediation workflows.
  • Produce regular reporting on patch compliance, vulnerability posture, and remediation progress.
• AI Platform Administration and Support
  • Maintain AI platform licenses (Microsoft 365 Copilot, Copilot Studio, Nomic), ensuring compliance with vendor agreements and budget constraints.
  • Manage user access control, including provisioning, de-provisioning, and role management across AI platforms.
  • Conduct regular system audits to ensure proper user permissions and adherence to security and responsible AI policies.
  • Implement strategies for maintaining application hygiene, including regular updates, configuration reviews, and backups.
  • Diagnose and resolve AI platform issues and/or escalate complex issues to the AI Solution Engineer or vendor support as necessary.
  • Comply with ITSM processes and standards in supporting the AI platforms.
  • Contribute to the overall efficiency and effectiveness of the IT service management organisation.
  • Maintain and update documentation for processes, configurations, and best practices across the Applied AI product suite.
• Incident Management and Vendor Management
  • Act as the primary operational contact for AI platform incidents, coordinating triage, investigation, recovery, and communication activities to restore services as per the agreed SLAs and minimise business impact.
  • Lead the technical coordination of Major Incidents affecting AI platforms, ensuring appropriate stakeholder engagement, escalation, and resolution tracking.
  • Monitor platform health, service alerts, and incident trends, proactively identifying risks before they impact users.
  • Engage directly with platform vendors and support providers (e.g., Microsoft, Nomic, and other technology partners) to investigate incidents, escalate service issues, and coordinate remediation activities.
  • Manage vendor support cases through to resolution, ensuring service commitments, response times, and remediation actions are appropriately tracked and delivered.

Qualifications

• Bachelor's degree in IT or related discipline (or equivalent experience).
• Experience administering and supporting AI platforms such as Microsoft 365 Copilot, Copilot Studio, or similar SaaS applications, including configuration, maintenance, user provisioning, license management, and troubleshooting.
• Experience administering Azure-based infrastructure and services.
• Experience in administrating Power Platform services.
• Fundamental knowledge of various server and infrastructure technologies, including Windows Server environments, cloud platforms, networking concepts, and storage management.
• Experience supporting enterprise or AI-enabled applications.
• Familiarity with application lifecycle management, including upgrades and decommissioning activities.
• Experience implementing and configuring SSO for 3rd party applications using Entra ID.
• Experience with Intune.
• Background in IT Service Management (ITSM) and Agile Methodology.