Please find the below details :

Role : Consultant – AI Application Support (Level 2)
Experience : 4-6 years
Location : Bangalore & Gurgaon

Role purpose : Provide advanced Level 2 (L2) support for AI-based applications by performing deep triage, troubleshooting, and resolution of incidents and service requests escalated from L1 Service Desk . Distinguish functional queries from technical incidents , restore service quickly, and escalate to L3 Product Support (Advisory UK service lines) with complete diagnostic context. Strengthen operational readiness for rapid scale (20 apps → 100+ apps) through knowledge management , documentation , and observability/reliability improvements.

Key responsibilities (what you will do)
1) L2 Ticket Handling, Triage & Ownership (ServiceNow)
- Pick up escalations from L1 Service Desk and take ownership through resolution or appropriate escalation.
- Validate and confirm impact, urgency, and priority , ensuring correct categorization and assignment .
- Perform structured triage to classify issues as:
- Functional queries (usage/how-to,



expected behaviour, configuration guidance), or
- Technical incidents (errors, outages, latency, integration failures, platform degradation).
- Apply runbooks/diagnostic playbooks to resolve issues within L2 scope and document all actions in ServiceNow.

2) Technical Troubleshooting Across AI + Cloud Stack
Troubleshoot failures spanning:
- AI platforms : OpenAI / Azure AI patterns such as authentication errors, throttling (rate limits), token/context issues, deployment/model availability, safety/content filtering impacts, latency/timeouts.
- Cloud services (Azure preferred; AWS/GCP familiarity): identity/IAM, networking, certificates, secrets/key vaults, API gateways, resource limits, configuration drift.
- Application dependencies : integrations, data sources, retrieval pipelines (if applicable), middleware, and downstream service availability.

3) High-Quality Escalation to L3 (Advisory UK Product Supp

📌 AI Application Support (Bengaluru)
🏢 Promaynov Advisory Services
📍 Bengaluru