Job Summary

2. Platform Operations & Support

Role Purpose

Ensure the reliable, secure and compliant operation of Henkel's Copilot Studio and enterprise AI environment and its supporting AI capabilities.

Manage platform operations, technical controls, lifecycle processes, monitoring, consumption reporting and operational support to enable the sustainable growth of enterprise AI solutions. Work closely with the AI Solution Architect, existing AI Engineers and the Team Lead to operationalize technical standards and continuously improve platform reliability, governance and cost efficiency.

Key Responsibilities

Key Responsibilities

Platform Administration & Operations

• Manage the day-to-day technical operations of the Copilot Studio environment and associated Power Platform capabilities.
• Administer environments, configurations, access controls and technical settings in line with Henkel's enterprise requirements.
• Support environment lifecycle management across development, testing and production.
• Maintain environment configurations, connection references, technical dependencies and relevant operational documentation.
• Monitor platform health, service availability, capacity, usage and operational metrics.
• Coordinate technical issues, incidents and escalations with internal IT teams, Microsoft and other service providers.
• Maintain operational procedures, runbooks and standard operating procedures.
• Identify opportunities to automate recurring administrative and operational tasks.

Technical Governance & Lifecycle Management

• Implement and maintain technical governance controls in collaboration with the AI Solution Architect, Security, Architecture and relevant platform owners.
• Support the administration and governance of connectors, integrations, authentication and data access.
• Operationalize lifecycle processes for AI agents, including deployment, ownership, maintenance, periodic reviews, changes and decommissioning.
• Support monitoring and review mechanisms to identify inactive, outdated, non-compliant or problematic agents.
• Help ensure that production agents meet applicable technical and operational requirements.
• Coordinate the technical assessment and onboarding of new connectors and integrations in accordance with established governance processes.
• Maintain an overview of relevant technical dependencies and operational risks.

Monitoring, Support & Incident Management

• Establish and maintain monitoring and reporting for platform usage, consumption, costs and operational performance.
• Provide technical support and troubleshooting for Power Users, solution owners and the AI engineering team.
• Coordinate incidents and support requests, ensuring appropriate escalation and resolution.
• Analyze recurring issues and implement preventive measures to improve platform stability and reduce support effort.
• Support the investigation of unexpected agent behavior, integration failures and technical configuration issues in collaboration with the AI Engineers.
• Ensure appropriate operational handovers when new AI agents are deployed to production.

FinOps & Cost Transparency

• Monitor AI and platform consumption, including relevant Copilot Studio and Azure AI usage and costs.
• Establish regular consumption reporting, cost transparency and forecasting in collaboration with the Team Lead.
• Identify optimization opportunities and potential cost drivers.
• Support the definition and implementation of cost-control mechanisms and usage-monitoring practices.
• Provide the operational data required to evaluate consumption trends and support informed capacity and budget decisions.
• Contribute to balancing platform efficiency, solution quality and business value.

Continuous Improvement

• Collaborate with the AI Solution Architect to implement and continuously improve technical operating procedures.
• Contribute to the automation of deployment, monitoring, reporting and lifecycle controls where appropriate.
• Maintain documentation of platform configurations, operational processes and support procedures.
• Evaluate relevant administration and monitoring capabilities to improve operational efficiency.

Skill Requirements

Required Qualifications & Skills

• Degree in Computer Science, Information Technology, Cloud Computing or a related field, or equivalent practical experience.
• Experience in cloud operations, platform administration, application support or IT service management.
• Knowledge of Microsoft Power Platform, Copilot Studio, Azure services and Microsoft 365 environments.
• Understanding of identity and access management, environment administration, security controls and enterprise IT governance.
• Experience with monitoring, incident management, troubleshooting and operational documentation.
• Knowledge of deployment processes, application lifecycle management and change management.
• Analytical and organizational skills, with a structured approach to operational problem-solving.

Ability to collaborate effectively with engineering teams, enterprise IT, security functions and business stakeholders

Other Requirements

Desirable Qualifications

• Experience with Power Platform administration, environment strategies, governance policies and Power Platform Center of Excellence capabilities.
• Familiarity with Azure Monitor, Microsoft Entra ID, Microsoft Purview and Power Platform administration tools.
• Experience with FinOps, cloud consumption monitoring, cost optimization and usage reporting.
• Familiarity with ITIL practices and operational process automation.
• Relevant Microsoft Azure or Power Platform certifications.