G16 - Operation Support Engineer

Position Overview

We are seeking Operations Support Engineers at Consultant and Senior Consultant levels to support the operations and continuous improvement of enterprise AI services, including ChatGPT Enterprise, Microsoft 365 Copilot and Google Gemini Enterprise.

The successful candidates will play a key role in ensuring the reliability, security and effective delivery of enterprise AI services across a large-scale organisation.

This role involves AI platform administration, incident resolution, user onboarding, licence and credit management, service monitoring and operational automation. Candidates will also support the rollout of new AI capabilities while working closely with product, engineering, cybersecurity and vendor teams.

Senior Consultant candidates will additionally take ownership of complex operational issues, lead major incident resolution, drive service improvements and provide technical guidance to other support engineers.

Key Responsibilities

AI Platform Operations

• Manage daily operations of enterprise AI platforms, including tenant and workspace administration.
• Handle user provisioning, access management, service configuration and operational support.
• Ensure platform availability, reliability and operational efficiency.

Service Monitoring and Incident Management

• Monitor platform availability, service performance and utilisation.
• Troubleshoot technical incidents and service requests.
• Coordinate incident resolution with engineering teams and technology vendors.
• Prepare operational dashboards, service reports and management updates.

Licence and AI Credit Management

• Administer AI subscriptions, licences, user entitlements and credit allocations.
• Monitor licence usage, AI credit consumption and allocation.
• Support reconciliation, billing and chargeback processes.

User Onboarding and Technical Support

• Coordinate onboarding activities, workspace setup and user enablement.
• Provide technical guidance to IT teams and service desks.
• Maintain operational documentation, standard operating procedures and knowledge articles.

Change and Release Management

• Support platform upgrades, new feature releases and AI capability rollouts.
• Assist with AI agents, enterprise connectors and system integrations.
• Conduct impact assessments, configuration validation, testing and operational readiness checks.

Security and Governance

• Maintain approved security configurations and access controls.
• Support compliance reviews, security audits and governance requirements.
• Coordinate remediation of operational security findings.

Automation and Continuous Improvement

• Develop scripts, low-code workflows and AI-enabled automation solutions.
• Identify opportunities to reduce manual processes and improve operational efficiency.
• Enhance service reliability through automation and process improvements.

Vendor and Stakeholder Management

• Collaborate with technology vendors, product teams, engineers and business stakeholders.
• Coordinate technical issue resolution and service improvement initiatives.
• Support effective communication across multiple technical and operational teams.

Job Requirements

Essential Qualifications and Experience

• Diploma or Degree in Computer Science, Information Technology, Information Systems, Engineering or a related discipline.
• 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, problem, change and service request management.
• Familiarity with Single Sign-On (SSO), Microsoft Entra ID, Role-Based Access Control (RBAC) and user lifecycle management.
• Strong analytical, problem-solving, communication and stakeholder management skills.
• Ability to work independently, collaborate across technical teams and manage multiple operational priorities.

Preferred Skills and Experience

• Experience administering Microsoft 365, Microsoft 365 Copilot, ChatGPT Enterprise, Google Workspace or Gemini Enterprise.
• Familiarity with enterprise AI platforms, AI licence management, token consumption and credit allocation models.
• Experience using AI tools, AI agents or workflow automation for business process improvements.
• Knowledge of PowerShell, Python, Power Automate or other scripting and automation technologies.
• Familiarity with REST APIs, enterprise connectors and system integrations.
• Experience with ITSM platforms such as ServiceNow and reporting tools such as Power BI.
• Understanding of enterprise cybersecurity, data protection and IT governance requirements.
• ITIL Foundation certification or equivalent knowledge.
• Experience supporting large-scale enterprise or public-sector ICT environments would be advantageous.

Additional Responsibilities – Senior Consultant

• Take ownership of complex operational issues and lead major incident resolution.
• Lead operational readiness activities for new AI capabilities, platform upgrades and service changes.
• Drive continuous improvements in service reliability, operational processes and automation.
• Coordinate cross-platform technical issues involving multiple vendors and stakeholders.
• Provide technical guidance, mentoring and support to other engineers.
• Support service governance, operational risk management and performance reviews.

Expected Outcomes

• Maintain reliable, secure and scalable enterprise AI services.
• Ensure timely resolution of incidents and service requests.
• Deliver efficient onboarding, licence administration and AI credit management.
• Improve operational productivity through automation and process optimisation.
• Maintain effective security governance, audit readiness and compliance.
• Support sustainable operations as enterprise AI adoption expands.

Additional Information

• Candidates may be required to support planned maintenance, critical incidents and service recovery activities outside normal working hours, subject to agreed operational arrangements.
• Candidates must meet applicable security requirements and complete the necessary security clearance processes.