Support Engineer (AIOC)

Why we're hiring:

You will play a crucial role in solution delivery and day-to-day technology management of the Global Automation Operations Centre (AOC) program. Reporting to the Automation Operations Manager and supporting Automation product, platform and delivery teams worldwide, you will ensure our automation projects are well managed and supported to deliver quantifiable returns.

The AOC is chartered to support automation products delivered by the Automation & AI product team, or projects delivered by Automation delivery teams from around WPP. Our support apparatus gives those teams confidence and freedom to hand over their existing successes and continue innovating.

Are you a proactive and detail-oriented individual with a passion for technology and a strong desire to learn and grow in the field of automation & AI? We are looking for a L2/L3 Automation Support Engineer to join our dynamic team. You'll be responsible for the monitoring, triage, and resolution of incidents for our RPA bots and Power Platform solutions. You'll gain invaluable hands-on experience, working with cutting-edge technologies and collaborating with experienced engineers to ensure our global automation processes run smoothly.

What you'll be doing:

• Advanced Technical Support & Problem Management (L3)

• Root Cause Analysis & Proactive Optimization: Perform deep-dive diagnostics Power Automate Desktop and Power Platform failures. Utilize telemetry tools like Azure Application Insights to identify systemic bottlenecks and implement permanent code-level fixes rather than temporary workarounds.
• PL-400 Technical Remediation: Apply developer-level expertise to debug and resolve issues within Dataverse plugins (C#), Custom Connectors, and Power Apps Component Framework (PCF) Ensure all remediations align with best practices for security, scalability, and performance.
• Complex Logic & Integration Fixes: Troubleshoot and refactor advanced Power Automate cloud flows and desktop automations, specifically addressing issues with JSON parsing, API authentication (OAuth), and complex OData filtering that fall outside the scope of L2 support.
• Final Escalation Ownership: Act as the ultimate internal authority for high-priority automation incidents. Manage the end-to-end resolution lifecycle, including coordination with Microsoft Support for platform-level bugs and overseeing the deployment of hotfixes via Azure DevOps/GitHub ALM pipelines.
• Advanced Data & API Engineering: Design and execute complex SQL scripts and Dataverse Web API queries to remediate data corruption, optimize slow-running processes, and ensure data integrity across integrated enterprise systems.
• Strategic Knowledge Leadership: Author high-level technical documentation and "Gold Standard" runbooks. Mentor L1/L2 teams by translating complex technical resolutions into searchable knowledge base articles to reduce future escalation rates.
• Governance & Performance Monitoring: Oversee the health of the Power Platform environment using the CoE (Center of Excellence) Starter Kit. Identify "noisy" or inefficient automations and re-engineer them to minimize API consumption and environment overhead

Adherence to Procedures: Strictly follow established operational procedures, security policies, and incident management protocols.

What you'll need:

• Overall experience of 3-4 years in an IT support, helpdesk, or technical operations role
• Minimum of 1 year of hands-on exposure to or involvement with RPA technologies (UiPath, Microsoft) and Microsoft Power Platform (Power Automate, Power Apps)
• Proven understanding of Robotic Process Automation (RPA) concepts and tools
• Proven experience developing and maintaining Microsoft Power Platform, particularly Power Automate flows
• Basic knowledge of SQL, including the ability to run pre-defined queries and understand basic database structures
• Proficiency in using incident management tools (e.g., ServiceNow, Jira Service Management)
• Comfortable with monitoring tools and interpreting dashboards
• Basic understanding of IT infrastructure and network concepts
• Effective communicator – Excellent writing and verbal communication skills
• Problem-solving – proven experience dealing with technical blockers.
• High level of attention to detail and accuracy
• Proactive attitude with a strong desire to learn new technologies and concepts

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• PL-400: Microsoft Certified Power Platform Developer Associate

Preferred Certifications:

• PL-500: Microsoft Certified Power Automate RPA Developer Associate

Who you are: