Sr. Managed Services Engineer - AI & Copilot

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

Continuous professional growth and leadership opportunities.

Health, wellness, and financial benefits to offer peace of mind to you and your family.

World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

Role Description

Design, build, and support a wide range of solutions using platform services for both internal and customer purposes.

Manage and configure platform infrastructures, applications, and collaboration tools.

Lead and contribute to MSP projects, collaborating with internal/external customers to ensure timely delivery and alignment with business objectives.

Lead and contribute to service improvement initiatives, collaborating with internal/external customers to ensure timely delivery and alignment with business objectives.

Engage directly with customers through status updates, change requests, meetings, incident responses, and projects, while understanding their needs and success criteria.

Monitor and diagnose performance issues to ensure optimal system performance.

Optimize existing environments and standardize processes by developing and maintaining standard operating procedures (SOPs).

Track time and document work in SHI’s PSA system, submitting weekly timesheets.

Align with leadership and organizational initiatives.

Participate in required audits and compliance activities.

Assist with SOW scoping and development on a per-request basis.

Provide assistance to lower tiers when needed based on resource constraints.

Mentor and train lower tier engineering employees and service desk employees.

Serve as an escalation point for complex incidents and drive technical direction during customer-facing engagements.

Technology Pillar Focus - AI & Copilot

Deliver Microsoft Copilot readiness and enablement (identity, data, security, governance, licensing, and adoption).

Design and operationalize Azure OpenAI and applied AI solutions (prompting, embeddings, RAG patterns, evaluation).

Build and maintain Copilot Studio solutions, integrations, and automation workflows.

Implement AI governance, logging/monitoring, and security controls aligned to Responsible AI principles.​

Behaviors and Competencies

Collaboration: Can take ownership of team