Senior Cloud Apps & AI Copilot Support

Doane Grant Thornton LLP; Toronto; On-site; CAD 87,000 - 114,000; Full time

Benefits offered by this job

Profit sharing

Flex days

RRSP contributions

Firmwide holiday closure

Wellness benefits

Concierge-like benefits

Work from anywhere in Canada in the夏st

Job summary

Doane Grant Thornton LLP in Toronto seeks a Specialist, Application Support to keep enterprise platforms available and secure across M365, Azure, and SaaS. You will troubleshoot incidents, monitor health, and drive improvements with cross‑functional teams.

You’ll act as a Tier 2 escalation point, support identity and access management, and help govern AI Copilot solutions while building resilient, scalable cloud services. A collaborative culture awaits.

Qualifications

• 5-8 years of experience in Enterprise application support
• Bachelor’s degree preferred (engineering or information systems related field)
• Owns support for specific platforms or service domains (e.g., Teams, SharePoint, integrations)
• Resolves complex incidents (Tier 2) impacting business services
• Troubleshoots end-to-end issues across M365, Azure, and SaaS ecosystems
• Supports SaaS integrations, APIs, and identity flows
• Contributes to monitoring improvements and operational documentation
• Supports AI/Copilot agents and evaluates performance/usage trends
• Strong experience with M365, Azure services, and SaaS integrations
• Working knowledge of Azure Monitor, App Insights, and observability practices
• Ability to troubleshoot distributed cloud systems and dependencies
• Experience with incident/problem management processes
• Attention to detail and ability to function in a dynamic and demanding work environment
• Ability to analyze business requirements and propose solutions
• Ability to produce technical and functional documentation
• Ability to troubleshoot and perform unit testing based on scenarios
• Aptitude for continuous learning

Responsibilities

• Support enterprise platforms, including Microsoft 365 solutions (SharePoint, Teams, Power Apps, Power Automate, Copilot Studio) and related SaaS apps
• Ensure availability, performance, and reliability of production systems and Azure-based microservices
• Act as a Tier 2 escalation point for complex incidents impacting business-critical services
• Partner with technology engineering teams to stabilize production workloads and proactively reduce incident recurrence through root cause analysis and remediation
• Contribute to service monitoring, alerting, and performance optimization
• Manage and support SaaS integrations, including APIs, connectors, and identity flows
• Troubleshoot end-to-end service issues across Microsoft 365, custom Azure apps, and third-party SaaS platforms
• Support identity, authentication, and access management across cloud platforms (Entra ID, SSO, conditional access)
• Monitor application health using Azure Monitor, Application Insights, and third-party dashboards
• Support release validation, deployment monitoring, and post-release stabilization to ensure seamless production performance
• Support and govern AI Copilot agents built using Copilot Studio and Agent Builder
• Monitor AI agent performance, response quality, and usage patterns to ensure effective and reliable outcomes
• Troubleshoot AI agent-related issues, including latency, data access, and integration dependencies
• Enforce governance standards for AI solutions, including access controls, lifecycle management, and responsible AI practices
• Experience with monitoring and observability tools (Azure Monitor, Application Insights)
• Strong troubleshooting across distributed cloud environments
• Experience supporting production systems in enterprise environments
• Knowledge of incident, problem, and change management practices
• Ability to work across cross-functional teams (engineering, security, business stakeholders)
• Experience supporting or governing AI / Copilot solutions
• Exposure to automation and scripting (PowerShell, Power Platform, or similar)
• Familiarity with DevOps or cloud-native support models
• High availability and stability of enterprise platforms
• Reduced incident volume through proactive problem management
• Improved performance and adoption of Copilot and AI-enabled services
• Strong collaboration with engineering teams to enable resilient, scalable platforms
• Increased automation and operational efficiency across support processes
• Provide operational activities whenrequiredafter-hours and on weekends
• Other relevant duties as assigned andrequired

Skills

Enterprise application support

Platform ownership

Incident resolution (Tier 2)

M365/Azure/SaaS

SaaS integrations

Monitoring docs

AI/Copilot support

M365 & Azure

Azure Monitor / App Insights

Distributed systems troubleshooting

Incident/Problem mgmt

Attention to detail

Business analysis

Documentation

Unit testing

Continuous learning

Education

Bachelor’s degree

Tools

Azure Monitor

App Insights

Job description

Doane Grant Thornton LLP in Toronto seeks a Specialist, Application Support to keep enterprise platforms available and secure across M365, Azure, and SaaS. You will troubleshoot incidents, monitor health, and drive improvements with cross‑functional teams.

You’ll act as a Tier 2 escalation point, support identity and access management, and help govern AI Copilot solutions while building resilient, scalable cloud services. A collaborative culture awaits.