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