Role : Consultant - AI Application Support (Level 2).
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.
Key responsibilities :
- L2 Ticket Handling, Triage & Ownership (ServiceNow) : Pick up escalations from L1 Service Desk and take ownership through resolution.
- Technical Troubleshooting : Troubleshoot failures across AI platforms (OpenAI/Azure AI), cloud services (Azure/AWS/GCP), and application dependencies.
- Escalation to L3 : Escalate to L3 (Advisory UK Product Support) with complete diagnostic evidence.
- Knowledge Management : Create and maintain Support Manuals, Runbooks, and SOPs.
- Observability & Reliability :
Identify monitoring gaps and support go-live readiness for current AI apps.
- Problem Management : Detect trends from incident patterns and implement preventive actions.
Skills required :
- Working knowledge of AI platforms : OpenAI / Azure AI.
- Strong cloud fundamentals : Azure (preferred), AWS, and GCP.
- ServiceNow (or equivalent ITSM) proficiency.
- Excellent documentation and communication skills.
Experience :
- 4 years in production support / operations (L2/L3-facing).
- Exposure to AI/ML or AI-enabled applications in production is strongly preferred.