Senior AI Operations Engineer

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

In this role, you will typically be required to:

• 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.