Senior AI Operations Engineer

AXIS (AXIS Capital); Alpharetta (GA); Hybrid; USD 87,000 - 115,000; Full time

Benefits offered by this job

Medical plans

Retirement plans

Tuition reimbursement

Paid vacation

Wellness programs

Job summary

AXIS Capital in Alpharetta, GA seeks an IT Copilot Premium Operations Specialist to support enterprise readiness and secure usage of Copilot Premium. You will partner with SharePoint, Security, Identity, and Compliance teams, manage incidents end-to-end, and drive continuous platform improvements in a hybrid work environment.

You will develop runbooks, support onboarding and access management, analyze trends, and communicate effectively with stakeholders to deliver reliable Copilot operations.

Qualifications

• 2+ years supporting Microsoft 365 technologies, including Copilot Premium or similar AI-driven platforms.
• Strong knowledge of Copilot integration with SharePoint Online, OneDrive, Exchange, and Microsoft Search.
• Ability to analyze and resolve complex technical issues including data access and permissions.
• Experience performing root cause analysis across data, identity, and configuration.
• Ability to manage multiple issues or projects with limited supervision.
• Knowledge of security, compliance, governance controls including sensitivity labels and access management.
• Experience operating within an ITSM framework (e.g., ServiceNow).
• Strong communication skills with stakeholders.

Responsibilities

• Serve as primary technical resource for Copilot Premium, handling complex issues and escalations.
• Partner with SharePoint, Security, Identity, and Compliance teams for readiness and governance.
• Own end-to-end incident and problem resolution, with root cause analysis.
• Support Copilot enablement processes, onboarding, access management, and lifecycle activities.
• Analyze usage trends and issues to drive process improvements and platform performance.
• Contribute to new Copilot features deployment and stabilization.
• Communicate with stakeholders to understand needs and implement solutions.
• Develop runbooks and documentation to ensure operational excellence.
• Provide guidance to L1/L2 teams and peers.

Skills

Copilot Premium

Microsoft 365

SharePoint Online

OneDrive

Exchange

Microsoft Search

Governance & Security

Incident management

Root cause analysis

Communication

Tools

ServiceNow

Job description

This is your opportunity to join AXIS Capital – a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work.

All qualified applicants will receive consideration for employment without regard to any protected characteristic, including age, color, disability, ethnicity, gender identity, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any basis prohibited by the laws that govern its operations.

How does this role contribute to our collective success?

This role plays a critical part in advancing the organization’s Copilot Premium capabilities by supporting enterprise readiness, enabling secure and effective usage, and driving continuous improvement across the platform. The incumbent will act as a key technical resource, partnering with stakeholders across IT and the business to ensure Copilot operates effectively, aligns to governance standards, and delivers business value.

What will you do in this role?

• Serve as a primary technical resource for Microsoft Copilot Premium, independently handling complex operational issues and escalations while identifying patterns and recommending sustainable solutions.
• Partner with SharePoint, Security, Identity, and Compliance teams to ensure Copilot readiness, including permissions design, content accessibility, and governance alignment.
• Own and drive resolution of incidents and problems end-to-end, including root cause analysis, cross-team coordination, and implementation of corrective actions.
• Support and enhance Copilot enablement processes, including onboarding, access management, and lifecycle activities, ensuring scalability and efficiency.
• Analyze trends, usage data, and recurring issues to recommend process improvements and optimize platform performance.
• Contribute to the implementation and stabilization of new Copilot features, assessing operational impact and recommending improvements to deployment approaches.
• Act as a key point of contact for stakeholders, working with business and technical partners to understand needs, troubleshoot issues, and apply effective solutions.
• Develop and maintain documentation, runbooks, and knowledge resources, ensuring consistency and operational excellence.
• Provide guidance and knowledge sharing to L1/L2 teams and peers, supporting capability development across the function.

About You

We encourage you to bring your expertise and perspective. You will play an important role in delivering solutions, improving processes, and strengthening Copilot operations across the organization.

What you need to have:

• Proven experience (2+ years) supporting Microsoft 365 technologies, including hands‑on experience with Copilot Premium or equivalent AI-driven platforms.
• Strong understanding of how Copilot integrates with SharePoint Online, OneDrive, Exchange, Microsoft Search, and related services.
• Demonstrated ability to independently analyze and resolve complex technical issues, including those involving data access, permissions, and platform behavior.
• Experience performing root cause analysis across multiple domains (data, identity, configuration) and recommending improvements.
• Ability to manage and prioritize multiple issues or projects, working effectively with limited supervision.
• Working knowledge of security, compliance, and governance controls, including sensitivity labels, retention, and access management.
• Experience operating within an IT service management framework (e.g., ServiceNow), including incident, request, and problem management.
• Strong communication skills, with the ability to work directly with stakeholders to understand issues and apply solutions.

What we prefer you to have:

• 3- 5 years of experience in IT support or platform operations.
• Experience supporting enterprise-scale implementations of Microsoft 365 or similar platforms.
• Demonstrated ability to identify process improvement opportunities and recommend changes that enhance service delivery.
• Experience contributing to projects or initiatives with moderate scope and duration, including feature rollouts or system enhancements.
• Ability to collaborate across technical domains and influence outcomes without direct authority.
• Proven ability to produce clear, structured documentation and operational guidance.

Role Factors

• Work in a hybrid environment in accordance with company policy.
• Collaborate with cross-functional teams across Infrastructure, Security, Identity, Compliance, and Digital Workplace.
• Independently manage workload and contribute to projects with defined scope and timelines.
• Engage regularly with stakeholders to address operational needs and improve service outcomes.
• Apply analytical thinking to solve problems of moderate scope and complexity.

For this position, we currently expect to offer a base salary in the range of Alpharetta: $87K - $115K or Halifax: 85K CAD - 105K CAD. Your salary offer will be based on an assessment of a variety of factors including your specific experience and work location.

In addition, you will be offered competitive target incentive compensation, with awards based on overall corporate and individual performance. On top of this, you will be eligible for a comprehensive and competitive benefits package which includes medical plans for you and your family, health and wellness programs, retirement plans, tuition reimbursement, paid vacation, and much more.

Where this role is based in the United States of America, this role is Exempt for FLSA purposes.

This posting is for an existing vacancy.