Job Family
IT Architecture/Cloud (India)

Travel Required
None

Clearance Required
None

What You Will Do
- Lead advanced technical support and escalation management for enterprise AI platforms, including Microsoft Copilot Tier 4, Claude, and ChatGPT Enterprise.
- Act as the primary technical escalation point for complex incidents, platform issues, user-impacting defects, integrations, access problems, policy/configuration concerns, and service disruptions.
- Troubleshoot AI platform issues across identity, permissions, tenant configuration, data access, plugins/connectors, browser/client behavior, network, security controls, and enterprise integrations.
- Collaborate with Microsoft, Anthropic, OpenAI, internal engineering teams, security teams, product owners, and business stakeholders to resolve high-severity issues.
- Perform root cause analysis for recurring incidents and drive corrective and preventive actions.
- Support enterprise rollout, adoption, governance, and operational readiness for GenAI platforms.
- Create and maintain technical documentation, support playbooks,



known-error articles, troubleshooting guides, SOPs, and escalation workflows.
- Monitor platform health, usage trends, incident patterns, and support metrics to identify opportunities for automation and service improvement.
- Mentor T1/T2 support engineers and provide technical guidance on AI platform support processes.
- Participate in major incident management, change reviews, release readiness, and post-incident reviews.
- Ensure support activities align with enterprise security, compliance, privacy, and responsible AI requirements.

What You Will Need
- Bachelor’s or Master’s Degree in Computer Science, Information Technology, Engineering, or a related field.
- 8 to 12 years of overall IT experience, with at least 3 to 5 years in senior technical support, escalation engineering, platform operations, cloud support, or enterprise application support.
- Solid hands-on experience supporting

📌 Lead Engineer (Chennai)
🏢 Guidehouse
📍 Chennai