TECHNICAL LEAD L1

Job Description

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• Scope of Support:Microsoft Power Apps,Power Automate(cloud flows),Power Automate Desktop(RPA bots), and Power Virtual Agents (chatbots).

• Primary Responsibilities:

• Incident Troubleshooting – Quickly diagnose and resolve issues when apps, flows, RPA bots, or chatbots break or encounter errors.

• Provisioning Requests – Handle ~10 requests per month for environment/app provisioning and access management (e.g., adding users to Dataverse or environments).

• Incidents — 18/month (it is increasing)

• Bot Management – Oversee ~15 Power Automate Desktop RPA bots on virtual desktops, ensuring they run reliably (scheduling, runtime issues, etc.).

• Environment & Policy Management– Administer Power Platform environments and enforce governance policies (monitor usage, maintain DLP policies, etc.), including upkeep of the existing Center of Excellence (COE) Dashboard for oversight.

• Dataverse Administration – Manage Dataverse capacity, provisioning of new instances, and user access controls.

• Virtual Agents Support – Maintain and support Power Virtual Agents chatbots (monitor health, publish updates, troubleshoot chatbot-related issues).

• User Support & Recommendations– Serve as the dedicated point of contact for Power Platform queries, providing best-practice guidance to users and, when necessary,escalate issues to Microsoft Support (opening support requests with Microsoft as needed).

• Minor Enhancements – Implement small configuration changes or improvements; limited building new simple apps/flows/bots.

• Service Requests

• Support Model: Mirrors our Microsoft 365 support approach, including aligned SLAs (response and resolution times similar to M365 support standards).

Two dedicated Power Platform support engineers will be assigned to us, ensuring coverage and continuity. Both resources will focus exclusively on Power Platform support to handle all aspects of these operational needs.

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Competencies

Client Centricity Passion for Results Execution Excellence Collaborative Working Learning Agility Problem Solving & Decision Making Effective communication