Job Description (JD) :

Job Title : Power Platform Managed Services Support Executive (L2/L3)

Location : NCR Preferred / Pan India (Remote/Hybrid)

Shift : Flexible UK/US Business Hours

Joining : Immediate

Job Summary :

We are seeking an experienced Power Platform Managed Services Support Executive (L2/L3) to provide production support for Microsoft Power Platform solutions.

The ideal candidate will ensure platform stability, operational excellence, and timely resolution of production issues while collaborating with business stakeholders and cross-functional teams.

Key Responsibilities :

- Provide L2/L3 production support for Microsoft Power Apps, Power Automate, AI Builder, and Copilot Studio.

- Monitor and maintain the stability, availability, and performance of Power Platform solutions.

- Handle incident, problem, change, and release management following ITIL best practices.

- Perform Root Cause Analysis (RCA) for recurring issues and implement preventive solutions.

- Support deployments, releases, and environment management.

- Maintain technical documentation, knowledge articles, and operational procedures.

- Collaborate with business users, Microsoft support, and cross-functional technical teams to resolve complex issues.

- Participate in on-call support and provide overlap coverage during UK/US business hours.

- Identify opportunities for service improvements and process optimization.

Required Skills & Experience :

- 7 to 8+ years of overall IT experience.

- Strong experience in Managed Services and L2/L3 Production Support.

- Hands-on expertise in :

1. Microsoft Power Apps

2. Power Automate

3. AI Builder

4. Copilot Studio

- Good understanding of Dataverse, Power Platform connectors, environments, and security.

- Experience with ITIL processes, including Incident, Problem, Change, and Release Management.

- Strong Root Cause Analysis (RCA) and troubleshooting skills.

- Excellent stakeholder management, communication, and coordination skills.

- Ability to work independently in a fast-paced production support environment.

Preferred Qualifications :

- Microsoft Power Platform certifications are an added advantage.

- Experience supporting enterprise-level Power Platform environments.

- Exposure to monitoring, governance, and platform administration.