AI Platform Operations Support Engineer

About the Role

We are seeking an AI Platform Operations Support Engineer to support the operations and continuous improvement of enterprise AI services, including ChatGPT Enterprise, Microsoft 365 Copilot, and Google Gemini Enterprise.

As AI adoption continues to grow, you will play a key role in ensuring the reliability, security, and effective delivery of AI services. You will be responsible for AI platform administration, incident resolution, onboarding activities, licence and credit operations, service monitoring, operational automation, and continuous improvement initiatives.

You will also support the rollout of new AI capabilities while collaborating closely with product, engineering, cybersecurity, and vendor teams.

Candidates may be required to support planned maintenance, critical incidents, and service recovery activities outside normal working hours, subject to agreed operational arrangements.

Key Responsibilities

AI Platform Operations

• Manage day-to-day operations of AI platforms, including tenant administration, workspace administration, user provisioning, access management, service configuration, and operational support.

Service Monitoring, Incident Management & Reporting

• Monitor platform availability, service performance, and utilization; troubleshoot incidents and service requests; coordinate resolution with engineering teams and vendors; and produce operational dashboards and management reports.

Licence & AI Credit Management

• Administer AI subscriptions, licences, user entitlements, and credit allocations, including provisioning, consumption tracking, reconciliation, billing, and chargeback support.

Agency Onboarding & User Support

• Coordinate agency onboarding, workspace setup, and user enablement; provide technical guidance to agency IT teams and service desks; and maintain operational documentation and knowledge articles.

Change & Release Management

• Support platform upgrades, new feature rollouts, AI agents, enterprise connectors, and integrations, including impact assessments, configuration validation, testing, and operational readiness.

Security & Governance

• Maintain approved platform security configurations and access controls; support compliance reviews and audits; and coordinate remediation of operational security findings.

Automation & Service Improvement

• Develop scripts, low-code workflows, and AI-enabled automation to streamline operational processes, reduce manual effort, and improve service efficiency and reliability.

Vendor & Stakeholder Coordination

• Work with technology vendors, product principals, engineering teams, Product Managers, and stakeholders to resolve operational issues and drive continuous service improvements.

Requirements

Education

• Diploma or Degree in Computer Science, Information Technology, Information Systems, Engineering, or a related discipline.

Essential Requirements

Experience & Technical Knowledge

• Experience in IT operations, application support, enterprise SaaS administration, cloud service operations, or IT service management.
• Hands-on experience in enterprise platform administration, identity and access management, technical troubleshooting, and incident resolution.
• Good understanding of IT service management processes, including incident management, problem management, change management, and service request management.
• Familiarity with Single Sign-On (SSO), Microsoft Entra ID, role-based access controls, and user lifecycle management.

Professional Skills

• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Ability to work independently, coordinate across technical teams, and manage multiple operational priorities.

Preferred Requirements

AI Platform Experience

• Experience administering Microsoft 365, Microsoft 365 Copilot, ChatGPT Enterprise, Google Workspace, or Gemini Enterprise.

AI Operations & Governance

• Familiarity with enterprise AI platforms, AI licence management, token consumption models, and credit allocation models.

Automation & AI Tools

• Experience using AI tools, AI agents, or workflow automation for business process improvement.

Scripting & Automation Technologies

• Knowledge of PowerShell, Python, Power Automate, or other scripting and automation technologies.

Integration & Connectivity

• Familiarity with REST APIs, enterprise connectors, and system integrations.

IT Operations Tools

• Experience with ITSM platforms such as ServiceNow and reporting tools such as Power BI.

Security & Compliance

• Understanding of enterprise cybersecurity, data protection, and IT governance requirements.

Certifications

• ITIL Foundation certification or equivalent knowledge.

Enterprise Environment Experience

• Experience supporting large-scale enterprise or government ICT environments would be advantageous.

Expected Outcomes

• Reliable, secure, and scalable operations of enterprise AI services.
• Timely resolution of incidents and service requests.
• Efficient onboarding, licence administration, and AI credit management.
• Improved operational productivity through automation and process improvements.
• Effective security governance, audit readiness, and compliance.
• Sustainable operational support as AI adoption expands.

Additional Requirement

• Candidates must meet applicable security requirements and complete the necessary security clearance processes.