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) When L2 resolution is

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